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