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 $150 Off PR News' Social Media 20/20 Summit

PRN_summit_ads_175x135_ep

This gathering will feature some key influencers and operators in social media, sharing their knowledge and experience in a full day of eye-opening sessions. You will take away practical knowledge to increase the visibility of your brand and expand its reach on social media.

Use code “150off” at checkout.

Get $50 off PR News' Media Relations Guidebook

book-mediarelations-180x150

This 8-chapter resource contains practical implications for some of the most innovative developments in media relations, including the technologies, methodologies and mannerisms that determine the ecosystem in which PR pros practice this essential part of their craft.

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.