Consumers Leave Brands That Ignore Their Feedback
A survey by Quantum Metric found that over half of consumers (56%) have left brands after their feedback was ignored. The study, which included responses from 1,500 consumers and 750 digital leaders, highlights a growing disconnect between customer expectations and brand responsiveness. Fewer than one in five consumers see surveys as an effective way to provide feedback, while another third feel unheard by brands altogether. Many companies struggle with turning collected data into actionable improvements due to the need for cross-functional collaboration and formal processes. Experts emphasize that addressing systemic issues is more challenging than resolving individual complaints. Brands must implement robust systems not only to gather but also act on customer insights in a timely manner, ensuring customers see visible proof of changes made based on their feedback.
Topics: brand loyalty consumer surveys CRM systems customer feedback