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Study: Low response to customer complaints via social

Published on .

San Francisco—One-third of companies know that their customers are using social media to comment on or complain about their company, but fewer than one-fourth of those—about 8% of all companies—are regularly responding, according to a new study from Internet market research company MarketTools Inc. In addition, although 95% of respondents said that satisfied customers are very important or extremely important to them, only 36% have formal “voice of the customer” programs in place to collect and analyze customer feedback. MarketTools' online study, conducted in September, polled 331 executives from the company's ZoomPanel.
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