Consumers More Likely to Express Satisfaction via SocNet

June 13, 2011

performics-satisfaction-june-2011.JPGDespite common industry wisdom that consumers are much more likely to publicize negative experiences, consumers express satisfaction on social networks more frequently than disappointment, according to an April 2011 study from ROI Research and Performics. Data from “S-Net: A Study in Social Media Usage and Behavior” indicates in the case of restaurants, 60% of online consumers use social networking sites to express satisfaction about a purchase, brand or retailer.

This makes restaurants the vertical most likely to receive good publicity via social network. Other verticals with 50% or more of online consumers saying they use social networks to express satisfaction are food brands and household products (53% each) and telecommunications (50%).

Household Products Most Likely to Get Disappointing SocNet Comments

performics-disappointment-june-2011.JPGIn addition to being the vertical fourth-most-likely to receive positive social network comments from consumers, household products are also most likely to receive negative social network comments. However, only 29% of online consumers say they use social networks to express disappointment in household products.

Interestingly, both the telecommunications (28%) and restaurant (25%) verticals are also among the most likely to receive disappointing social network comments from consumers.

Consumers Most Interested in Education, Sports Points

performics-offers-june-2011.JPGIn terms of offers to win online points that can be redeemed for products or prizes via social networks, consumer interest currently appears tepid. No vertical has more than 50% of online consumers expressing interest in winning points via social network. Education (47%), sports-related (44%) and electronics (43%) are the leading verticals in this area.

Coupons Draw More Interest than Points

performics-coupons-june-2011.JPGWhen it comes to printable coupons obtained from social networks, online consumers show a bit more interest. Fifty-six percent are interested in receiving printable coupons from educational brands, while 52% are interested in receiving printable coupons from sports-related brands. Interest in printable coupons from brands in the restaurant (49%), auto, electronics and food (48% for each vertical) verticals was also higher than interest in points from any vertical.

Almost Half of Online Consumers Likely to Post Product Content

Other study results show that a combined 49% of online consumers are extremely (5%), very (10%) or somewhat (34%) likely to post interesting or relevant content about a product/service, company or brand such as sale announcements, coupons, new product announcements, interesting videos, etc. on social networking sites.

Interestingly, a combined 60% of online consumers are extremely (5%), very (13%) or somewhat (42%) likely to take action when a friend posts this type of social network content.

About the Data: In April 2011, ROI Research and Performics conducted an online survey of 2,997 consumers age 13 and older who access at least one social network regularly.

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