My company recently partnered with Edison Research to survey more than 2,000 Americans to determine why and how people complain about businesses. First and foremost, we wanted to define the different types of complainers, and we came up with two categories: people who cry out for help and people who want attention.
Asking for help, of course, has been around for years. That group of complainers contacts businesses through the usual channels–phone, email, or the company website–and most of them expect a response. In fact, a staggering 90 percent of respondents who complain via telephone anticipate a reply. Luckily, companies have responded well to that need, with 83 percent of those customers receiving a reply, according to our research.
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