In a Dimensional Research survey sponsored by Zendesk in 2013:
What makes for a BAD interaction?
72% said it was having to explain a problem to multiple people
51 % on the problem not being resolved.
Not only are customers most frustrated with the way customer service issues are handled, 58 percent said they were more likely to share customer service experiences today than they were five years ago, with more and more people sharing experiences on social networking sites and writing online reviews