Problems with Credit Cards: An Exploration of Consumer Complaining Behaviors

Abstract

Using data from the Survey of Consumers, this descriptive study attempts to provide a holistic picture of complaining behaviors, problem resolution, and satisfaction with the complaining process. It was found that less than one out of six households reported a problem; of those, nearly all took some sort of private or public action. About 7% used third parties, 11% took private action and 82% voiced to seller; over half (55%) exited. Consumers seemed to use a cost-benefit approach to complaining; those with more at stake took more assertive actions and spent more time pursuing their complaint. Consumers whose problem were resolved were more satisfied with the outcome and with the complaining process.