---
title: "Studies carried out on the feedback"
description: "Studies carried out on consumer behaviour in different countries show us the need to improve communication between companies and consumers as a means of increasing the level of satisfaction."
url: https://business.easyfeedback.com/en/studies-carried-out-on-the-feedback/
date: 2025-04-25
modified: 2026-05-29
author: "Aitor San Martín"
image: https://business.easyfeedback.com/wp-content/uploads/2019/07/Easy-Feedback-Token-EFT-studies-carried-out-on-the-feedback.png
categories: ["All", "EasyFeedback Insights"]
type: post
lang: en
---

# Studies carried out on the feedback

**Studies carried out **on consumer behavior in different countries show us the need to improve communication between companies and consumers.

### Needs not met by the market

| Who | **The consumer:** Is defined as any person who has had or may have interaction with a company/institution, with their employees or products and/or services and have something to communicate to them. |
| --- | --- |
| Needs | **1. Consumers want to be heard**
• 68 % of consumers who stop using a product or service is due to the attitude of the staff towards them.
• A consumer who has had a negative experience with a company will share it with around 8 and 16 friends on average. |
|   | ** 2. Consumers demand empathy.**
It is very difficult for a company to get a real customer perspective. Proof of this is the following study that shows the reasons why the consumer stopped using a product or service and compares them with the beliefs that managers have regarding the reasons why the consumer stopped using it. |
|   | **Consumer’s reasons **
74% Quality of customer service
32% Quality of the product or service
25% Excessive price
**Manager’s beliefs**
22% Quality of customer service
36% Changes in consumer’s needs
49% Reasons related to price |
|   | ** 3. Consumers want to share their feedback easily**
• A study in England on consumer complaints shows that 23% of those who had a problem did nothing about it. The main reasons were:
– 43% It won’t be worth it
– 22% I don’t know how to complain
– 20% I don’t have time to complain |
|   | ** 4. Consumers want communication to be effective**
• The study shows that most complaints are not solved correctly: 26% very dissatisfied, 54% did not receive an answer and 20% had unresolved problems. |

### Demands not met by the market

| Who | **The company:** those businesses seeking to increase sales by improving customer relations. |
| --- | --- |
| Needs | **1. Companies want satisfied and loyal customers**
• Loyal customers are less price-sensitive and are the main promoters of the company’s products and services.
•  Harvard’s Business Review article “one number you need to grow” states that there is a direct correlation between the net number of “promoters” of the company and the company’s annual growth.
• It costs between 5 and 6 times more to acquire a new customer than retaining an existing one (White House Office of Consumer Affairs). |
|   | ** 2.Companies need to manage communication with customers**
• A survey carried out by RightNow states that 92% of consumers who had a negative experience with the company would be willing to return if:
– They receive a formal apology from a superior
– They receive a promotional discount
– They receive proof of real interest from the organisation in solving the issue |
|   | ** 3. Companies need to continuously monitor  word-of-mouth and their reputation**
• 79% of consumers who have had a negative experience with the company will share it with other people.
• 97% of consumers prefer word-of-mouth for sharing their experiences. |

#### 1. There is a necesity for new feedback channels

This situation justifies what we are bulding, a new communication channel that allows consumers to communicate their experiences in a personalized, fast and effective way to managers and owners of the business. 

#### 2. There is a great potential for improvement in the Feedback industry

If you have any question, please write us at feedback@easyfeedbacktoken.io.

Join  our (https://t.me/EasyFeedbackToken) group and follow us on (https://www.linkedin.com/company/10092870/admin/), (https://twitter.com/easyfeedback) and (https://www.facebook.com/EasyFeedbackToken/) in order to be up to date with the project.

**The EasyFeedback team.**

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