Have you positively or negatively recommended any of the following types of organisations in the last year?
Retailers selling goods and services
Credit card companies
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?
Social media sites
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?
To what extent do you agree or disagree with these statements?
A good brand cares about their customers
If a product or service gets a lot of good reviews, I will try it
If I don’t feel confident making a purchase decision I will look at online reviews
What I read about other people’s good or bad experiences influences the companies or brands I choose
I am prepared to pay more for a better customer experience
Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?
Broadband and cable service suppliers
Private sector healthcare providers
Public sector healthcare providers
To what extent, if at all, do you agree with the following statements:
I trust businesses to deliver the standard of products and services they promise
To what extent do you agree or disagree with the following statements?
Customer service is getting too automated and impersonal