The Results are In! You Rock- and so do we!

Finally, the results are in on our member survey thanks to all of you who responded, tweeted and shared the survey! Your feedback is invaluable and has given us insight not only into what kind of consumer experience you are chasing, but also how you feel about Customer Underground in general. Here are the key points that excited, changed or simply clarified our thinking...

The power of positivity. You could have knocked over the Customer Underground team with a feather when we discovered only 11% of people who responded to our survey reviewed their first time due to a negative experience. Whilst we understand the site inspires people to both praise and critique businesses, a lot of people assume you have to be pretty angry to want to log onto to a site share your feedback about a place. How wonderful it is to see Customer Underground powers more positive word of mouth than negative, especially for the businesses and services we love – by a whopping 61%!

Trust in the community. 81% of respondents considered Customer Underground “a great way to get an honest opinion on a business I’m considering going to” (even though only 58% had reviewed). So whilst not everybody who reads the reviews adds to the collection, mavens are trusted to give an accurate depiction of what a place is like. Speaking of trust in word of mouth, 50% of you heard about Customer Underground through friends or colleagues. Hooray for the Customer Underground community! 

Awww, the love.  Man, the love that poured through in how many of you ONLY choose Customer Underground – 58% to be exact! 19% of you would also follow us ANYWHERE for a live event- which is huge in itself too. That warms the cockles of our hearts that you trust us so much! We’d kiss you for being so loyal, but people would talk (and we’d need a very big chap-stick)!

Mobile! We were thrilled to find 77% of you are eager to join us on mobile. Having taken your feedback on board regarding price, we can reveal our app will be completely FREE for you, and be as simple as possible – so your time is spent crafting that watertight quip about a particular business rather than being caught in a technological maze.  In true Customer Underground style,  we encourage you to  give us feedback about the app too once we make it available. Thank you for helping us make these decisions by giving your honest feedback!

As we venture forth into mobile, we can only imagine how that will grow and continue to help the right customers connect with the interested and worthy businesses and abolish that rude and disinterested service 63% of you loathe. To be a part of the revolution, sign up here.

And thank you again for taking the time to do the survey – we’re hugely grateful.  If you are interested in receiving a copy of the results presentation, please email Rebekah on rl [at] customerunderground [dot] com. And finally, a congrats to Emmackat who’s scored a $100 gift voucher to Red Balloon – enjoy!

Love,

Team Customer Underground

Did anything surprise you in these results?  Is there something you forgot to add in the survey and have been dying to get off your chest? Add a comment and let us know!