As part of our annual U.S. consumer benchmark study, we asked respondents to indicate how they behaved after having a good or bad customer experience with a company. Our analysis shows that consumers are most likely to tell friends about their experiences and least likely write something on Twitter about them. 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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