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

Published On: 7th Apr 2017 - Last modified: 18th Sep 2019
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