No-one likes to hear bad things said about them but the keyboard warriors are out in force. Whether it’s on social media, review sites or companies’ own webpages, there is no stopping a consumer scorned.
The best companies create products and services with the best of intentions but, as is the way, things sometimes go wrong. Of course, when companies fail to deliver the consumer has every right to reply. It’s how companies deal with those replies is what can make – or break – a reputation.
In a 2020 study from London Research and Reputation.com, researchers found that 64% of consumers would be less turned off from buying more if the brand had addressed a negative review. When businesses leave a response to feedback, nearly half of consumers would admit to an increase in their overall satisfaction (47%).
This infographic demonstrates consumers’ best-in-class expectations for company responses, and the typical excuses put forward by businesses for holding back. How do you measure up?