Our research approach is designed to elicit frank assessments from your target audience, as well as to accurately discern attitudes and values by having consumers actually articulate their beliefs. Brands can ask consumers whatever they like, and work with researchers to probe participants in qualitative research for more detail or explanation.
According to research, about half of unsatisfied customers will find a way to contact the brand and express their dissatisfaction, while the other half will silently leave forever. Every dissatisfied customer distributes negative comments to friends, colleagues, acquaintances and even strangers on social networks.
Given that 97% of people admit to having taken into account the opinion of the company heard from the outside, it is clear that a customer complaint involves 50 dissatisfied customers and about 1,400 negative rumors about the business. This negative impact greatly affects the brand's health.
Knowing the reasons for customer dissatisfaction and withdrawal, the company can use its strengths to prevent them and reduce the number of dissatisfied customers in the future. Secondly, if a company responds to a negative opinion and mitigates the negative consequences for the customer, it greatly increases the chances that the customer is always satisfied.
69% of consumers improved their opinion of the brand after a company representative contacted them and helped solve the problem.
Give your customer the ability to leave feedback in real time, get the opportunity to immediately react to negative customer experience, and avoid the spread of negative reviews about your business.
Knowing what your customers think of you is extremely important! Start using the customer survey now!
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