52% say poor customer service is the norm

An overview of the change in frustrating customer service across 13 markets.

Half of consumers say poor customer service is the norm rather than the exception, according to research from Ford and Harris Insights & Analytics in their online survey of 13,003 adults across 13 markets. This comes as consumers say they have higher expectations for brands – two-thirds (67%) say so.

This is also more frustrating for consumers. Across the 13 markets studied, two-thirds (69%) say that poor customer service is more frustrating than in the past. This is highest in Italy (75%) while China is the only market where less than one-half agree (48%).

A further 71% say...

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