Public Agenda Online: Aggravating Circumstances

Compare Your Views
Afterword
Press Release
Download the Report (PDF)
Methodology

Introduction

From the minor slights of sales clerks to the worst cases of "road rage," it's clear that Americans are intensely frustrated by the lack of respect they encounter in their daily lives. But what counts as rudeness today? Do Americans have a shared definition of what is rude and what is someone just doing his own thing? In our latest survey, Aggravating Circumstances, funded by The Pew Charitable Trusts, Public Agenda takes a detailed look at what Americans are thinking about courtesy, manners, rudeness and respect.

Not only do eight in 10 Americans in our study say a lack of respect and courtesy is a serious problem, but six in 10 say things have become worse in recent years. A surprising 41 percent admit that they're part of the problem and sometimes behave badly themselves. More than a third (35 percent) admit to being aggressive drivers, at least occasionally, while 17 percent of those with cell phones admit to using them in a loud or annoying way.

The average store is also prime territory for incivility. Three-quarters of those surveyed said they've often seen customers treat sales staff rudely -- while 46 percent also say they've walked out of a store because of the way the staff treated them. Nearly everyone surveyed (94 percent) said it's frustrating to "call a company and get a recording instead of a human being" and 77 percent said telemarketing is "rude and pushy."

Yet the news isn't all bad. Nearly half say they often meet people who are kind and considerate. Many Americans say things have gotten better in showing respect and consideration to African Americans (59 percent), people with physical disabilities (51 percent) and gay people (50 percent). Large numbers acknowledge, however, that treatment of those groups still needs improvement (45 percent for gays, 42 percent for African Americans, and 34 percent for the disabled).

The warmth and support shown after the Sept. 11 terrorist attacks raised hopes among many that Americans would reconsider what was important to their lives. Originally, Public Agenda intended to field this survey in late September, but postponed it until January to insure that the immediate reaction would not affect the research. Almost three-quarters of those surveyed said that people had become more caring and thoughtful to others because of the attacks. But only 34 percent said the feeling would last a long time; 46 percent thought it would only last a few months and 18 percent believed it was already over.

It might seem that conducting a survey on courtesy is less important than exploring citizens' views on, say, health care or education policy. Yet most human enterprises proceed more smoothly if people are respectful and considerate of one another, and they easily become poisoned if people are unpleasant and rude. As part of our joint work with The Pew Charitable Trusts, Public Agenda will host a series of conversations over the next year asking key decision makers in many industries to discuss the research and consider what, if anything, can be done to address the public's call for a more considerate, more respectful society.

Finding One: Just a Little Common Courtesy
Americans say that disrespect, lack of consideration and rudeness are serious, pervasive problems that affect them on a personal, gut level. People acknowledge that Americans' behavior has improved in some areas, such as the treatment of racial and ethnic minorities and the disabled. But in many others areas, Americans say they are witnessing a deterioration of courtesy and respectfulness that has become a daily assault on their sensibilities and the quality of their lives.

Finding Two: Bad for Business
Americans say that the way they are treated by business and customer service employees is frequently exasperating, and sometimes even insulting. Too many workers, they complain, are careless, apathetic and unhelpful. Almost half of those surveyed say that they have walked out of a business specifically because of bad service, and the number is even higher among affluent Americans.

Finding Three: Driven to Distraction
If Americans are exasperated by the way that businesses and government agencies treat them, they are equally disenchanted with the behavior of many of their fellow citizens. Majorities of Americans complain about inconsiderate, even dangerous drivers; rude cell phone users; and a virtually ubiquitous onslaught of profanity and coarse language.

Finding Four: As the Twig Is Bent
Americans are particularly concerned about the discourteous and disrespectful conduct of children, and they hold parents primarily responsible for this phenomenon. People say that too many parents don't invest the energy needed to teach their children good behavior, and that too often they fail to set a good example themselves. But even when parents try hard, Americans say, social forces-especially in popular culture and the entertainment media-routinely undercut their efforts.

Finding Five: Why Are So Many People So Rude?
Americans point to a confluence of different factors to explain the deterioration of courtesy and respectfulness in today's world. In part, they say, too much crowding, too much anonymity and the pressures of fast-paced lives invite rude behavior, and then rudeness begets more rudeness. Other explanations point to the times we live in and the values we live by-a declining sense of community, offensive and amoral entertainment media and an overall rise in selfishness and callousness.

Finding Six: The Day Things Changed
The shock and loss of September 11 changed the behavior of Americans for the better, most people believe, but they also suspect that the change will be relatively short-lived. Many expect that we'll soon return to business as usual, if we haven't already done so.

Print copies of the report are available for $10, plus $2.50 shipping and handling. To order print copies, use our fax order form or call 212-686-6610.