- 71% of U.S. consumers have lodged a customer service complaint in the past three years. The time wasted on each complaint? One hour and four minutes, according to Kana.
- "Full resolution" of a customer service issue takes three attempts, and 69% of customers said they had to repeat their complaint to multiple staff members at the business being targeted for the complaint
- 17% say they have fallen into a customer service "death spiral" where they had to repeat their problem constantly for more than an hour.
- Americans aren't using social media yet, although it can be a powerful consumer tool. Only 7% of Americans turn to Facebook (FB), Twitter or Yelp, among other sites, to issue a complaint.
- Most people (39%) use the phone to lodge a complaint, while 33% use email.
- Who are the most consistent gripers? On average, that would be young Americans aged 25-34, and mostly women in that group.
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