Industry Newschatbotscustomer experiencecall centers
Consumers Report Worsening Customer Service Experiences
8.0
A February National Customer Rage Survey found 77% of U.S. consumers experienced a product or service problem in the prior 12 months, the highest reading versus 74% in 2023 and 66% in 2020. Complementary studies from Broadridge and Forrester show record-low customer experience scores, while firms increasingly deploy AI chatbots, offshore call centers, and close bank branches.
Key Points
- 1Reports show 77% of U.S. consumers experienced product or service problems in prior 12 months
- 2Forrester and Broadridge note record-low customer experience scores, indicating systemic deterioration in service quality
- 3Businesses deploying AI chatbots and offshore centers risk customer dissatisfaction and should reassess support strategies
Scoring Rationale
Combines authoritative surveys and industry trends, but offers limited novel technical advances or prescriptive solutions.
Sources
Public references used for this report.
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