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...