A recent Consumer Pulse study of over 1,400 U.S. consumers conducted by Boston-based custom research firm, Chadwick Martin Bailey (CMB) and iModerate Research Technologies, looked at why customers complete customer satisfaction surveys, and what they expect from companies and brands in return.
The study found customers give feedback as part of their ‘job’ as a consumer, 57% say they give feedback to help improve the company.
And customers don’t see themselves as passive consumers but rather as empowered—actively....