As part of our annual U.S. consumer benchmark study, we asked respondents how they behaved after having a very good or very bad experience with an organization. We found that regardless of whether the experience was positive or negative, people were most likely to tell their friends about it and were least likely to post about it on Twitter. However, people who had a very good experience were more likely to keep it to themselves and not tell anyone, whereas people who had a very bad experience were more likely to send feedback directly to the organization.

The consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with 342 companies across 21 different industries. For more information on how customers share information about their experiences, check out the full Data Snapshot, How Consumers Give Feedback, 2020.

To use this Data Snippet, download and include it in presentations. The graphic is free to use but must retain the copyright notice.

This content is locked

Please register to gain access to all XM Institute resources.

By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement
By submitting this form, you agree to receive marketing information from XM Institute as set out in our Terms of Service & Privacy Statement. You may unsubscribe at any time.
By submitting I agree to XM Institute's Terms of Service & Privacy Statement