As part of our annual U.S. consumer benchmark study, we asked respondents to indicate how they give feedback directly to a company after a good or bad customer experience and found that feedback channel preferences vary slightly depending on the quality of customer experience delivered. The consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies in 20 different industries. For more information on the impact of customer experiences, check out the full How Consumers Give Feedback, 2019 Data Snapshot.


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