94% of Companies not yet using Social Media for Customer Feedback.
December 17, 2010
A new study released by MarketTools, Inc. revealed that 94 percent of companies do not yet use social media channels such as Facebook and Twitter to gather customer feedback, despite consumers’ growing engagement with these mediums. The study, part of the MarketTools Enterprise Feedback Management (EFM) Marketplace Report, found that the most common ways companies gather customer feedback are: email/online surveys (51 percent), formal phone surveys (28 percent), and informal phone calls (28 percent).
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