20 Companies Most Susceptible To Negative Comments Via Twitter

In my previous post, I listed companies that were susceptible to negative feedback via Facebook. Now it’s time to look at Twitter. In the report How Consumers Give Feedback, we analyzed what US consumers did after they had a very bad or a very good experience.

As a part of the analysis, we examined the difference in social media use across 141 companies. Our analysis looked at how often people that had interacted with those companies had also used social media to talk about a very bad experience in the previous 60 days. We then compared that data to the overall US average.

This chart shows the 20 companies that interact with consumers who are most likely to tweet about a very bad experience.

As you can see, Days Inn, Courtyard By Marriott, Hyatt, Continental Airlines, 21st Century, and Bright House are more than three times as susceptible to having a bad experience show up on Twitter.

The bottom line: These firms need to think a bit more about Twitter than the average company

 

Apple Beats Windows In Customer Experience

When it comes to the customer experience of PC firms, Apple stands alone.

pc-vs-mac-small

In a new Forrester report, I examined results for the five PC brands in Forrester’s customer experience index (CxPi): Apple, Compaq, Dell, Gateway, and HP. The analysis examines feedback from more than 4,500 US consumers about their interactions with these firms. Here’s some of what we found:

  • Apple came out on top, with a “good” rating of 80%. Compaq, HP, and Gateway ended up between 63% and 66% while Dell came in at the bottom with a “poor” 58% rating.
  • Apple received the highest score for all three components of the CxPi. It had a particularly large lead over all other PC makers when it came to being easy to work with (17%+ better than the others) and being enjoyable (15%+ better than the others).
  • Dell landed at the bottom of the PC rankings because it was rated well below the other firms in the areas of being easy to work with and being enjoyable.

The bottom line: The Windows ecosystem needs an extreme customer experience makeover.

P.S. You might also want to read the post Apple Beats Windows, Part Two

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