The Customer Rage study found that just 25% of complainants hear “I’m sorry” from a customer service rep, but 59% said that’s what they wanted to hear. Nearly 75% of customers wanted an explanation of why the problem occurred, but only 18% got it. Nearly half wanted a monetary refund, and just 18% got it.

“Corporations need to overcome the myth that customers are crooks, that customers want something for nothing, that customers are unreasonable,” Broetzmann says. (The 1% who actually took revenge for their suffering, he says, most likely did so by placing repeated calls and creating enough of a ruckus to make it difficult for someone to do his or her job.)

Statistically, complaints about HSBC on the Household – HSBC Watch website only reflect 5% of all complaints about HSBC and Household International. Others simply do not take the time.

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