Online Reputation Research: More than you think.

72% of consumers are researching company reputations online; 59% of customers are happy to share gripes with them

Wednesday, April 23rd, 2008;

– Andy Beal

Do you use the web to complain about poor customer service? (Maybe I should say “thanks,” because you keep me busy with reputation management clients).

Well, if you do, you’re not alone. According to a new study by Society for New Communications Research 59% of respondents said they regularly use social media to “vent” about a poor customer service experience.
And, thanks to the two third of you that do complain, there’s plenty of online fodder for consumers to read, when researching a company’s reputation. And lots of us are researching:
…72 percent of respondents used social media to research a company’s reputation for customer care before making a purchase, and 74 percent choose to do business with companies based on the customer care experiences shared by others online.

Click here to read the original document
Reprinted with permission from Andy Beal