News: Survey: Brand Loyalty Tied to Responsiveness on Customer Feedback

June 18, 2012 | Apparel Magazine

Article Excerpt:

Empathica Inc., a customer experience management (CEM) solutions company, reports that its Consumer Insights Panel survey of more than 6,500 U.S. consumers found that despite a high desire to provide feedback, consumers are disenchanted by brands’ lack of responsiveness. Survey results showed that 85 percent of consumers have provided some form of feedback to big box retailers, yet only 46 percent of respondents believe that brands actually use this feedback to make constructive changes to the customer experience. In addition, only 52 percent believe that feedback is shared with individual locations – even though the majority of consumers (81 percent) feel that feedback should not only be shared with local managers, but with all of the brand’s employees. read more »

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