Companies Not Yet ‘Like’-ing Social Media Customer Feedback


â–¶ Companies Not Feedback Fans: While consumers are increasingly engaging with brands through social media, the vast majority of companies—94%—do not use social media to gather customer feedback, according to a study from MarketTools. How are companies gauging consumer response then?

• The study found that the most common ways companies gather customer feedback are: e-mail/online surveys (51%), formal phone surveys (28%) and informal phone calls (28%).

• The study also revealed that there’s some disparity in how companies think and how they act. Although 92% of respondents believe that satisfied customers are very or extremely important to their company’s bottom line, fewer than half (42%) solicit customer feedback on a continuous basis, and more than one-fifth (22%) solicit feedback only once a year or not at all.

• Still, this mentality might be shifting: 39% of executives surveyed said that their companies increased focus on customer satisfaction in 2010 versus 2009, with 21% stating that they invested more in customer satisfaction-related products and services in 2010 versus 2009.

Source: MarketTools




Comments Off

Deals of the Week

Get $200 Off PR News' Digital PR Conference

 digitalpr2015-180x150_updated
Join us June 1-3 where you'll hear from top brands such as Walmart, Miami Heat, Verizon and Ritz-Carlton on PR and communication best practices for the next wave of digital trends.

Use code “200off” at checkout to save $200 on the regular rate.

Get $50 off PR News' Book of Employee Communications

employeecommunications-180x150

In this 5th volume of PR News’ Book of Employee Communications, our authors cover more than 45 articles on crisis communications, social media policies, human resources collaboration, brand evangelism and more.

Use code “50off” at checkout.

Save $100 on a PR News Subscription

 

Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.