Consumer Attitudes
Customer Satisfaction With Hospitality Industry By Sector [CHART]
via marketingcharts.com Customer satisfaction with full-service restaurants has dipped this year, and for the first time is on par with fast food establishments, according to the American Customer Satisfaction Index (ACSI). The index for full-service restaurants fell 2 points to 80 on ASCI’s 100-point scale, while limited-service restaurants improved a point to the same score.…
Read MoreHow Consumers Believe Businesses Use Online Publicly-Available Information [CHART]
via emarketer.com Only 34% of respondents were aware that browsing history was used to provide product recommendations, and 37% were aware of search engine data being leveraged in the same way. When told how the data was being used, respondents showed the most discomfort with these approaches. Read the rest at eMarketer.
Read MorePreferred Feedback Channel By Generation [CHART]
via emarketer.com When Maritz broke its data down among age groups, it found that the type of contact consumers favored to reach companies was closely linked to users’ age. Younger customers were more likely to embrace public feedback on a social network, while older consumers preferred older methods of direct contact with a company. Unsurprisingly,…
Read MoreFeedback Channels Online Consumers Know Of & Prefer [CHART]
via emarketer.com When it comes to making their voices heard to businesses, customers are showing they’re not shy about taking to the web. An April 2012 survey of US internet users conducted by Maritz Research found that, overall, consumers preferred using email to making a phone call when they sought to provide businesses with direct…
Read MoreTop Concerns About Location-Based Services [CHART]
via emarketer.com almost one-quarter of respondents said their greatest privacy concern was having their information used for marketing purposes. The same percentage of people named having strangers know too much about their activities as their top worry. Read the rest at eMarkerter.
Read MorePerceived Risks vs. Benefits Of Location-Based Services [CHART]
via emarketer.com Consumers are taking to the use of location-based services on mobile devices because of the convenience such services offer. A March 2012 poll of US mobile app users by global security association ISACA found that 58% of those who had smart devices had used location-based apps, compared with only 15% who had not.…
Read MoreTop 5 Most Trustworthy Info Sources Are Traditional Channels [CHART]
via marketingcharts.com Traditional media reign supreme when it comes to Americans’ trust in information sources, according to [pdf] a survey released in June 2012 by Allstate, in association with National Journal. Three-quarters of the survey respondents said they trust information from public TV and radio either some or a great deal, more than double those…
Read MoreBelief That Ca$h Money = Success by Country [CHART]
via marketingcharts.com Consumers in key emerging markets are more likely to believe that money is the best measure of success than their counterparts in major Western markets, according to a Kantar Media survey of 449,000 middle class consumers in 10 major markets. Chinese adults are the most likely to say that money is the best…
Read MoreSocial Media Users' Responses To Consumer Experiences [CHART]
via marketingcharts.com Consumers who have used social media for customer service are more engaged and vocal in speaking about their experiences than the general population, says American Express in May 2012 survey results, and the Allstate survey appears to back this finding up. Further data from the survey reveals that social media users are more…
Read MoreSocial Media Users' Consumer Activities [CHART]
via marketingcharts.com Active social media users are more likely than the average person to have engaged in a variety of consumer activities, whether online or in person, finds a survey [pdf] released in June 2012 by Allstate, in association with National Journal. They are almost 10% more likely than the average respondent to have consulted…
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