Customer Experience News & Trends

Why you don’t need to worry (too much) about online complaints

Customers complain online more these days, but you might not have to worry about it so much.

Turns out, those online rants might be overrated.

Only about a third of Americans post their thoughts about companies, customer service and their experiences, a TNS Digital Life study recently found.

Just 12% of them say something negative. Almost 20% post something to praise a company or one of its employees, researchers found.

And most people don’t trust what they read online, anyway. Just 40% of customers say they believe what online posters say about brands.

This study shows that a few dissatisfied customers won’t likely bring down any companies or contact centers.

Still, it’s important to respond to customers when they complain – and in the channel they use.

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