Online consumers tend to be far more positive about brands that respond to their comments or complaints via public forums or social media channels rather than direct feedback methods such as email or phone calls, according to a report by Maritz Research.
Among surveyed customers who had received a response from a brand about their public comment, 85% had a favorable impression toward receiving the response via a public or social channel. Among those 85%, more than one-quarter (27%) said they were "delighted" to receive a response to their public comment.
Only 2% of online consumers said they were "unhappy" with the public response they received to their publicly-voiced comments.
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