Which of the following things, if any, have you personally done in the last year?
Have you positively or negatively recommended any of the following types of organisations in the last year?
Retailers selling goods and services
Your national government
Credit card companies
Social media sites
Private sector healthcare providers
Public sector healthcare providers
To what extent do you agree or disagree with the following statements about making recommendations for products or services?
It’s important for me to tell others about a product or service that I’ve used, especially if it’s negative
It’s important for me to tell others about a product or service that I’ve used, especially if it’s positive
I only make recommendations (whether positive or negative) to people I know
I like to make recommendations (whether positive or negative) regardless of whether I know the person or the reader / user
I make online recommendations on certain websites / apps because I know they’re more likely to be read
I only trust recommendations from people I know
I trust online recommendations if they’re from a well-known site / app
I have taken action based on a recommendation from my social media connections in the last month
Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?
When a company is dealing with a complaint, apart from resolving it, which of these are most important?
When dealing with a problem / complaint, how much effort would you say companies put in to try and resolve the issue?
When dealing with a problem / complaint, how much effort do you personally have to put in to deal with the issue in general?
When a company is dealing with a problem / complaint, apart from resolving it, which of these are most important?
Thinking now about packaging on things you buy, I’d pay extra for packaging that: