While we look forward to the upcoming complimentary webinar tomorrow, we thought it might be fun to share some customer feedback statistics from our research:
79% of companies DO NOT define best practices for utilizing and deriving actionable insights from customer feedback.
Source: Aberdeen Group
http://www.business2community.com/loyalty-marketing/taking-action-on-customer-feedback-029819#UIdzWBZyQ1SqgxFJ.99
70% of customer experience management best-in-class adopters use customer feedback to make strategic decisions.
Source: Aberdeen Group
http://www.customer1.com/blog/customer-service-statistics
In 2010, even with evolving and proliferating technologies, the most common channels for customer feedback collection were:
- Email/online surveys: 51%
- Phone surveys: 28%
- Informal customer phone calls: 21%
Source: MarketTools http://marketing.markettools.com/rs/markettools/images/MarketTools_EFM_MarketPlace_Report_data.pdf
Customer service is an even more firm bottom line for customers that leave companies: According to Accenture’s 4th Annual Study on Customer Service for the United States, 73% [of customers] report they left a service provider because of poor customer service, versus only 47% who left because of a lower price.
Source: Accenture
http://www.ehow.com/about_5082152_benefits-good-customer-service.html
People are talking about products and brands: looking at just Twitter alone, one Penn State study found that 20% of tweets were asking about or discussing products.
Source: Penn State study
http://blog.vovici.com/blog/bid/52632/The-Survey-is-Dead-Long-Live-the-Survey
Learn more about the future of customer feedback and collaboration at our complimentary webinar on October 30th at 9 a.m. PST. Register here.
