Here’s the first graphic in the report, looking at the types of feedback across U.S. consumers. As you can see, the most popular thing to do after a good or bad experience is to tell friends via email, phone, or in-person. Consumers are also more likely to tell companies about a bad experience than they are to tell them about a good one.
Some of the additional snipets from the report include:
- Women are more likely to give feedback.
- Tendency to discuss experience declines with age.
- Providing feedback peaks around aged 35 to 44.
- Younger generations are likely to share feedback with friends.
- Bad experiences inspire more Facebook posts than good experiences.
- Tweets about bad experiences outweigh ones about good experiences—barely.
- Use of feedback sites like TripAdvisor and Yelp peaks around those aged 25 to 34.
- Feedback rates are similar to last year, but talking to friends declined and Facebook posts increased.
- Rent-A-Wreck, Fujitsu, Advantage, Audi, Haier, Hyatt, and DHL customers are the most likely to give feedback after a good experience.
- Fujitsu, Alamo, Rent-A-Wreck, Fairfield Inn, Residence Inn, Crowne Plaza, and CellularOne customers are the most likely to give feedback after a bad experience.
- Advantage, Rent-A-Wreck, Fujitsu, Audi, Dollar, Alltel, and Hitachi customers are the most likely to post positive feedback on Facebook.
- Rental car agencies, appliance makers, and hotel chains customers are most likely to share negative feedback.
The report has the following 12 data-rich graphics:
- Customer Behavior After a Good or a Bad Experience
- Told Someone About a Very Good or Very Bad Experience—By Age and Gender
- Gave Feedback Directly to Company After a Very Good or Very Bad Experience—By Age and Gender
- Told Friends via Email or Phone, or in Person About a Very Good or Very Bad Experience—By Age and Gender
- Wrote Something on Facebook About Experience—By Age
- Wrote Something on Twitter About Experience—By Age
- Wrote Something on Third-Party Rating Website About Experience—By Age
- Actions Taken After a Recent Very Good or Very Bad Experience—2011 and 2012
- We Analyzed Feedback of 249 Companies Across 18 Industries
- Percentage of Customers That Are Likely to Tell About a Good or Bad Experience
- Percentage of Customers That Are Likely to Send Feedback Directly to Company About a Good or Bad Experience
- Percentage of Customers That Are Likely to Write on Facebook About a Good or Bad Experience