Daily News | Rage-tweeting is on the rise for disgruntled consumers who seek ‘revenge’ for bad service
A delayed traveler uses his phone at the Philadelphia International Airport in in Philadelphia, Pa. Thursday, Dec. 22, 2022.After spending 45 minutes looking for parking at the Philadelphia International Airport on Thursday, Diana Smith took to Twitter.
An increasing number of people are using social media to air their complaints, sometimes with the motivation to get “revenge” on a company, organization, or agency, according to a national study of consumer behavior. Customer problems with goods and services are at an all-time high, doubling since 2020.
“The motivation for a lot of the postings aren’t necessarily built around the negative emotion of revenge,” he said. Sometimes, customers simply “wanted to alert other people, so other people don’t have the same bad experience.”For some millennials and Gen Z-ers, posting about a negative experience may simply be a product of habit, said Evan Urbania, CEO of Chatterblast, a Center City-based digital communications agency.
“I will reserve social media for a last resort,” said Roy Kessel, 58, of Chicago, who took to Twitter earlier this year after a negative experience at a Center City hotel. “That’s not my first step … That’s the point where I’ve spent an hour on this and I’ve gotten no response.” While DRPA has been monitoring social media 24/7 for nearly a decade, they’ve recently begun providing more detailed information to customers, showing photos of the exact issue that is delaying a train instead of using canned language such as “track delay,” said Christina Maroney, DRPA Director of Strategic Initiatives.
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