SAN DIEGO (KGTV) – Plenty of us haven’t be pleased with something we ordered or trying to get a hold of customer services.
But a group, Customer Care Measurement and Consulting, is trying find more about the customer experience with something called the National Customer Rage Study.
“The intent is really to understand what the landscape is of customers that are having issues and reaching out to organizations to get them resolved,” Katie Haring, Principal Consultant at CCMC
They’ve been doing the National Customer Rage Study every other year since 2003, and 2025 is the firm’s latest findings.
A major takeaway is that people are having more issues in the marketplace.
“Whether that's a result of declining quality of products and services or simply result of people buying more and having more opportunities to encounter issues, right?” Haring said. “We're seeing over 70% of people right now are saying that they've had an issue in the past year with a product or service.”
The 2025 study found that two out of every three customers with an issue feel rage and half had to raise their voice to express that issue. About a third of customers also say there’s emotional stress as a result of their experience trying to resolve their problem.
“We also see over a third of people now saying that they're taking their business away from companies that they don't think are valuing them and giving them with an easy contact handling process,” Haring said. “So, people are really escalating their own behaviors in some extent.”
Haring told ABC 10News for companies, make sure the way to resolve customers’ problems is clear, and they can reach someone who can fix their problem and follow through with them.
For us as shoppers, when we raise an issue, the key is patience, patience, patience.
“It might take a little bit more effort than you want, um, but assuming that you have the time and that it's worth it, you know?” Haring said. “Really follow through and make sure that you're giving the organization and the company an opportunity to make a difference for you.”
