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Data Snapshot: How Consumers Give Feedback, 2012 (June 2012)

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Many companies rely in part on “word of mouth” to help publicize their brands and their offerings. This Data Snapshot explores forms of “word of mouth.” Using an online survey, we gathered responses from 10,000 U.S. consumers regarding their behavior after a recent good or bad experience with a company. We’ve analyzed the data across channels, including social media, customer review websites, and company feedback channels, and compared responses among age groups and across gender.


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