by Hans Eisenbeis
WHAT’S HAPPENING
- The Better Business Bureau is best known as a sympathetic ear that fields complaints from consumers. The Bureau then compiles complaints and publishes them. They also issue an annual report that ranks industries by the number of complaints received.
- Top of the list in 2008: Consumers called in 36,710 complaints about cellphone companies. Close behind was new car dealerships, which received 27,555 complaints. Rounding out the worst three was the banking industry, which marked a 15% increase in complaints to more than 21,000.
- The BBB also tracks whether consumers get satisfaction after complaining. Cell companies resolve complaints 91% of the time, while banks score a 96% resolution rate. Car dealerships have a discouraging 20% failure rate.
WHAT THIS MEANS TO BUSINESS
- It’s no secret the some industries have a terrible customer service record, especially high-tech goods or services that are perceived as non-discretionary, or brands that have a monopoly. That’s an explanation, not an excuse.
- The age of the empowered consumer is on us, and each dollar is scrutinized. Consumers in the new economy will gladly hang up on companies that don’t bend over backwards to resolve complaints.
RESOURCES
