59% of internet users use social media to vent about customer-care experience

59% of internet users use social media to vent about customer-care experience – 4.28.2008 [more ]
59% of internet users use social media to “vent” about a customer-care
experience. 74% of internet users choose companies/brands based on
others’ customer-care experiences shared online, according to Society for New Communications Research.
72% research companies’ customer care online prior to purchasing
products and services at least sometimes. 84% consider the quality of
customer care at least sometimes in their decision to do business with
a company. 81% say blogs, online rating systems and discussion forums
can give consumers a greater voice regarding customer care, but less
than 33% say they believe that businesses take customers’ opinions
seriously.

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