A Whopping Ninety-Four Percent of Companies Not Yet Using Social Media for Customer Feedback, According to New Study: Few Organizations Mine the Social Media Channel to Improve Customer Satisfaction

©IDG Communications, Inc. Photo contributed by Matthew Mikaelian.

Daily Dog, 12/16/10

A new study released this week by enterprise feedback management (EFM) and market research firm MarketTools revealed that 94 percent of companies do not yet use social media channels such as Facebook and Twitter to gather customer feedback, despite consumers’ growing engagement with these mediums. The study found that the most common ways companies gather customer feedback are: email/online surveys (51 percent), formal phone surveys (28 percent), and informal phone calls (28 percent). “Despite the fact that social media channels represent a rich, continuous stream of customer feedback, few organizations are equipped to take advantage of this channel,” said Justin Schuster, vice president of enterprise products for MarketTools.

Read more

Want to partner with IDG?

Click here to get started