64% of Contact Centres Respond Negative Comments From Customers

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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

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

64% of Contact Centres Respond Negative Comments From Customers

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