As part of our annual U.S. consumer benchmark study, we asked respondents how they give feedback to organizations following either a very good or very bad experience. We found that customers prefer to contact the company in different ways depending on whether they are reporting about a positive experience or a negative one.
For example, after a very good experience, 56% of the customers who shared feedback with the company did so by filling out an online survey. After a very bad experience, on the other hand, 53% of customers who contacted the company emailed it directly to give their feedback.
This consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with 342 companies across 21 industries. For more information on how customers provide feedback about their experiences, check out the full How Consumers Give Feedback, 2020 Data Snapshot.
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