The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, evaluating consumer perceptions on topics ranging from customer feedback behaviors to the use of technology in retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country.
The survey showed that while consumers provide ongoing feedback to brands, many of them feel that the message is not getting through. Results showed that consumers are extremely willing to offer feedback, with more than four out of five respondents indicating that they have provided at least some form of feedback to retailers. However, just 46 percent of consumers believe that brands actually use feedback to improve customer experiences, and only 52 percent believe that retailers share feedback with local stores.
Consumer Insights Panel: Big Box Retail Feedback Behaviors