Quick Study: Companies Overlooking Online Customer Feedback; Decreased Consumer Budgets Hit Entertainment Hardest


â–¶ Consumer Feedback Falls on Deaf Ears: A large number (89%) of consumers are likely to tell organizations they do business with if they receive poor service, yet almost 44% do not believe companies take notice of—or really care about—the feedback shared, according to a Customer Contact Association (CCA) study. And they may be right: A third of CCA member organizations polled indicate they overlook social media feedback completely—with most reporting that they look at less than 2% of customer interactions across Web-based channels. Other findings include: • 44% of respondents cite mail or e-mail as their preferred route of providing feedback. Yet, 65% of organizations refer to less than a quarter of e-mails for customer insight. • Among 16-24-year-olds, two-thirds use social media to report bad experiences, and 61% talk about positive ones. Source: Customer Contact Association â–¶ Consumers Sensitive With Budgets: For its Q3 2011 Global Online Consumer Confidence report, Nielsen asked global respondents how they allocate their monthly budget and where they would increase or decrease spending if their budget expanded or contracted by 10%. With a budget increase of 10%, respondents indulge in categories such as “pleasure travel/vacations” (up 29%) and “recreation and entertainment” (up 20%). For a 10% decrease, categories that take the biggest hit include: • “Recreation/entertainment,” a 121% decrease; and “apparel” and “dining out,” with a 21% and 18% reduction in spending, respectively. • The categories consumers are least likely to cut back spending on: “medical” (-2%) and “housing” (-3%). PRN Source: Nielsen The death of Steve Jobs so dominated the media that news of his passing elevated the visibility of top CEOs overall, finds “America’s Top Companies Reputation Benchmark,” a 10-year tracking study conducted by New York-based PRIME Research. A comparison of October results (black line) and the year-to-date figures (gray line) reveals that CEO share-of-visibility almost doubled while the tone of coverage rose 100%—the strongest performance of the “Management” attribute for the history of the study.  Source: PRIME Research (exclusive to PR News)

Subscribe Now  |  Login


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.