2024年消费者反馈渠道调查（英）-25页

DATASNAPSHOTGlobalStudy:ConsumerFeedbackChannels,2024JamesScutt,XMPPrincipalXMCatalystTaliaQuaadgrasResearchProgramManagerFebruary2024Copyright©2024Qualtrics®.Allrightsreserved.xminstitute.comKEYFINDINGSINTHISREPORTAspartofQualtricsXMInstitute’s2023GlobalConsumerStudy,weaskedmorethan28,000consumersifandhowtheysharedtheirexperiencefollowingagoodorbadinteractionwithanorganization.Tounderstandhowconsumers’preferredfeedbackchannelshavechangedsince2021,wecomparedtheseresultstoourfindingsfromtheQ12021GlobalConsumerStudy.Fromouranalysis,wefoundthat:+Consumerstodayarelesslikelytogivecompaniesfeedbackdirectly.Afteragoodexperience,33%ofconsumerssharedfeedbackdirectlywithacompany,a5.1percentage-pointsdropfrom2021.Thepercentageofconsumerswhoshareddirectfeedbackfollowingapoorexperiencedroppedevenmore,dipping7.2percentagepoints.+Peoplemostfrequentlysharefeedbackwithfriendsandfamily.Consumersweremostlikelytotellfriendsandfamilyaboutbothaverygood(45%)andaverybad(50%)experience,whiletheyareleastlikelynottotellanyoneabouttheinteractionafteragoodexperience(17%).+Consumerssharenegativefeedbackthroughwebsitesandemail.Oftheconsumerswhosharedfeedbackdirectlywithacompanyafterabadexperience,theyweremostlikelytodosobysendinganemailtothecompany(45%)followedbysubmittingfeedbackonthecompany’swebsite(43%).+Websitesurveysskewpositive,...