A new study from Qualtrics has revealed a disturbing trend: More and more customers are choosing not to report negative experiences with brands.
They just choose other ways to express their dissatisfaction
The share of customers who directly audit directors auditors email lists report a negative experience to a brand has decreased by 7.7% compared to 2021, to just 33%.
A similar trend can be observed in other information distribution channels: the number of reviews to friends and relatives decreased by 4.9%, comments participation in rehabilitation programs on third-party sites by 4.2%, and publications on social networks by 6.9%.
The proportion of those who did not tell anyone at all about their dissatisfaction increased by 6.3%, reaching 24%.
These findings highlight the need to actively work to improve customer communications and service quality so that you can maintain customer loyalty and prevent them from leaving without a trace.
Russians buy goods on marketplaces
And, according to a study by the Roskachestvo Center for the Study of Consumer Behavior, every fifth person encounters problems.
Most often, these are defective goods (29.3%), goods vietnam data that do not match the description (28.8%), and difficulties with returns or exchanges (21.1%).
At the same time, 95% of survey participants pay attention to ratings and reviews, and almost 36% of buyers offered to leave a positive review of the product for a bonus.
According to representatives of the
Ministry of Industry and Trade, in order to solve such problems, it is necessary to develop a strategy for the development of this sector of the economy. And part of this strategy is assigning the status of “trusted” to online platforms.
And so that sellers can successfully sell on marketplaces, I advise you to remember the basic rules of working on online platforms, without which it will be unlikely to make a profit.