Customer Feedback Falls on Deaf Ears

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Customer Feedback Falls on Deaf Ears Powered By Docstoc
					                                                                      
				
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Description: If there's one instance when a company should respond to customers, it's when they have posted a negative review or lodged a complaint, but that happens only 35% of the time, according to research from analyst firms Chadwick Martin Bailey and iModerate Research Technologies. The rest of the time, the customer receives no response, a fact Jeff McKenna, Chadwick Martin Bailey senior consultant, calls "really disappointing." Upon setting out to do the research, which involved more than 1,400 US consumers, McKenna expected to find that more than half of companies were responding. The research found that 27% of consumers typically complete customer satisfaction surveys, and of those, 55% have completed them somewhat frequently, and 25% have completed them frequently.
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