Social media users would rather post positive feedback to brands and companies than post a complaint according to the latest Customer Service Benchmark results from Voice of the Customer specialist eDigitalResearch.
Monthly Archives: May, 2015
Leading Voice of the Customer specialist eDigitalResearch has announced leading-edge developments to their mobile-first feedback solution.
eDigitalResearch have long been at the forefront of mobile optimised feedback and pioneered some of the very first mobile site experience surveys, as well as supporting clients with app based feedback and mobile benchmarking since 2010.
- 93% of consumers use their mobile phone for SMS, with just 55% using email on their device
- Open rates of SMS far outpace those of email and push notifications, with 83% prioritising text messages
- Mobile messaging is preferred for urgent communications
- Spam and privacy are a key concern for the public, with just 43% of respondents willing to share their phone number with retailers