Survey says: customers oblige on feedback requests

A surprisingly large number of people – 71 percent – say they’re likely to contact a company with feedback after a good customer experience, according to the survey results from staffing firm OfficeTeam. The bad news is that an even larger number – 79 percent – would reach out after receiving bad service.

Whether you are a business or a consumer, you’ve no doubt noticed that there are powerful ways for people to express their feelings about customer service online. These online opinions show up on dedicated platforms such as Google Opinions and Yelp, as well as a plethora of specialty sites and social media channels.

Consumers say that peer reviews are now the first things they check when they think about becoming a customer of a given business. Moreover, peer reviews carry more weight as influencers than expert reviews do.

The bottom line? Businesses need to be on their toes these days. People are more willing to express their opinions about customer service because it’s incredibly easy to do so, and because they know that their opinions will reach a wide audience.

Given that 42 percent of people polled by OfficeTeam said they encounter poor customer service at least monthly, online feedback may result in lost business, and quickly.

Of the customers who experience lousy customer service, 15 percent said they would cut ties with a business after a single bad experience. However, that number rises considerably with a second bad experience (23 percent) and even higher after a third (44 percent).

Given the online megaphone consumers now have, any disgruntlement with a business can – once expressed online – result in dozens of other people thinking twice about doing business with a given company.

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