64% of Contact Centres Respond Negative Comments From Customers

According to our poll, almost two thirds of contact centres now call back a customer who has left a negative comment on a post-call survey, social media or any such platform.

However, it was surprising that 14% of the contact centres surveyed only respond to 0–1% of the negative feedback given by customers.

Poll – “If somebody leaves a negative comment what percentage of customers do you call back?” – answers

• 0-1%: 14%
• 2-9%: 8%
• 10-24%: 6%
• 25-49%: 8%
• 50%+: 64%

Source: Call Centre Helper Webinar Poll: How to Better Understand the Voice of the Customer     Sample size – 99     Date: March 2017