Customers have become less likely to complain. Why?

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A new study from Qualtrics has revealed a disturbing trend: More and more customers are choosing not to report negative experiences with brands.

This does not mean that they are satisfied with everything. They just choose other ways to express their dissatisfaction.

The share of customers who directly report a negative experience to a brand has decreased by 7.7% compared to 2021, to just 33%.

A similar trend can be observed in other information distribution channels: the number of reviews to friends and relatives decreased by 4.9%, comments on third-party sites by 4.2%, and publications on social networks by 6.9%.

The proportion of those who did not tell anyone at all about kuwait consumer email list their dissatisfaction increased by 6.3%, reaching 24%.

These findings highlight the need to actively work to improve customer communications and service quality so that you can maintain customer loyalty and prevent them from leaving without a trace.

How to form an opinion about a company online, you can learn from this article:
Online Reputation: What It Is and Why Every Business Needs It