While 85% of Shoppers Provide Feedback, Few Believe it Will Have an Impact

Empathica, a global provider of customer experience management solutions, announced that its Consumer Insights Panel survey of more than 6,500 U.S. consumers found that despite a high desire to provide feedback, consumers are disenchanted by brands’ lack of responsiveness. Survey results showed that 85 percent of consumers have provided some form of feedback to big-box retailers, yet only 46 percent of respondents believe that brands actually use this feedback to make constructive changes to the customer experience.