American customers are madder than ever
In a world where buying takes a click, fixing a problem can feel like a marathon, according to consumers.
In this story published Nov. 28, 2025, in The Wall Street Journal:
People are partly upset over their feeling that it is much easier to buy products and services than it is to get help when there is a problem, according to Scott Broetzmann, the president and chief executive of Customer Care Measurement & Consulting, which conducts the National Customer Rage Survey with the W. P. Carey School of Business at Arizona State University.
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