Press 1 for more anger: Americans are fed up with customer service

[daftandbarmy]

But Canadian customers are different, right?



Subject: Press 1 for more anger: Americans are fed up with customer service


A recent survey shows Americans are more unhappy with the customer service they're getting than ever. The poor guy above has been on hold for 24 months (we assume — it's a stock photo).

Who are they? The thousands of Americans voicing their discontent with customer service. You can find them on basically any Yelp page out there.

• Plenty of industries have been upended by the pandemic, and it turns out that customer service and hospitality at large have declined in the eyes of many Americans.
• 74% of Americans say they've had product or service problem in the past year, according to the 10th edition of the National Customer Rage Survey, which tracks satisfaction and incivility. The incidence of problems has more than doubled since 1976.
• And on the other side, consumers are described as increasingly vocal about it — literally. The survey found 43% of customers yelled or raised their voice to express displeasure about their most serious problem, up from 35% in 2015.
• If you've spent any time on the rage-inducing side of customer freakout TikTok, you've probably seen enough to know things feel... off.
• The survey is conducted by Customer Care Measurement and Consultancy, in collaboration with the Center for Services Leadership/W.P. Carey School of Business at Arizona State University.

https://www.npr.org/2023/03/15/1163...ce-satisfaction-survey-freakout-shortage-2022

 

[Rifleman62]

Ever try to contact Air Canada?

 

[Colin Parkinson]

Canadian customers are very different than American ones. In the auto parts business, a US client will order the full kit to do job X. A Canadian will order separate parts in order to save a few pennies by reusing gaskets, etc. Gas customers will abandon any loyalty for a .03 cents a litre difference, something Arco found out here in the Lower Mainland. Throw in a very different distribution network for goods and US companies often fail badly at the move to Canada.

 

[Kat Stevens]

Canadian customers are very different than American ones. In the auto parts business, a US client will order the full kit to do job X. A Canadian will order separate parts in order to save a few pennies by reusing gaskets, etc. Gas customers will abandon any loyalty for a .03 cents a litre difference, something Arco found out here in the Lower Mainland. Throw in a very different distribution network for goods and US companies often fail badly at the move to Canada.

Also, during Target's brief foray into Canada, they had a Remembrance Day Sale. Went over like a wet fart in a space suit.

 

[RangerRay]

Also, during Target's brief foray into Canada, they had a Remembrance Day Sale. Went over like a wet fart in a space suit.

I read an article about that whole Target debacle a few years ago. They will be studying that in business schools for decades on what not to do when entering a new market.

 

[dapaterson]

Lowes bought Rona for $3.2B. Lowes is selling their Canadian stores for $400M. That's a $2.8B write down, plus whatever they invested to build their own stores. That's Target level failure.

Lowe's to sell Canadian business, including Rona stores, to private equity firm for $400 million

Lowe's is selling the business to Sycamore Partners for US$400 million plus a performance-based deferred consideration. Find out more.

financialpost.com

 

[RangerRay]

Shortly after Lowe’s bought Rona, they built a brand new Lowes 700 m from an existing Rona. Da fuq?