The reputation of big business, from high street banks to mobile phone companies, is on the line as frustration with poor technology-based service gets the better of the British public. New independent research commissioned by service management company Tertio SMS (http://www.tertio-sms.com), shows that a large number of consumers (45%) are experiencing ‘techno-rage’, an acute level of annoyance with organisations over technology hitches in service delivery.
The study reveals that technology-based service failure is a widespread problem.