Social Reputation: Companies Struggle to Keep Up
Brands rely on customer surveys to measure satisfaction and get feedback. However, a company's social reputation does not necessarily reflect the results of traditional surveys.
Companies are having a hard time keeping up with social media. Eighty percent of customer service inquires over social go unanswered, and companies would do well to improve these numbers.
Traditionally, brands have relied on customer surveys to measure satisfaction and get important feedback on how to improve. However, this too is changing with the rise of social media: A company’s social reputation does not necessarily reflect the results of traditional surveys.
Synthesio, a social media monitoring company, compared data from formal customer surveys to their own ‘Social Reputation Score,’ the percentage of positive comments minus the percentage of negative comments.
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