Architects Of Unhappiness

Consumers have one of the most powerful tools at their disposal when it comes to poor customer service  – the ability to vote with their feet.

But recent qualitative research carried out by CoreData suggests that rather than exercise their right to opt to terminate a relationship when things turn sour, the tendency is in fact to do the opposite.

The research participants were split into those who had had a positive experience with their provider – in this case their property manager – and those who had had a negative experience.

When asked how unhappy they would have to be before choosing to switch providers, it seems that those who had had a negative experience with their property manager had a much higher tolerance for poor service.

On the other hand, those participants who had experienced higher service quality were much more likely to switch should the service level begin to drop.

The results are consistent with previous CoreData research, which suggests that many customers remain in an unhappy relationship, despite their dissatisfaction.

So are these customers the architects of their own unhappiness?

By tolerating poor service, peddlers of inadequate service remain in business and drive down the overall quality of service that the broader market receives.

Poor service should not be tolerated, but given the results of the research it’s not surprising that many providers continue to dish out the status quo – after all, surely a longstanding customer is a happy customer?

If you are receiving service that you deem below-par, vote with your feet by walking your business straight to the nearest competitor.

If you don’t, you’ve got no one to blame but yourself.