With brands responding to only 5% of posts, consumers are being left frustrated and are unlikely to share their views again, regardless of if they are good or bad.
(PRWEB UK) 9 October 2012
Research shows that only 5% of Facebook posts are actually responded to by brands and YouGov reports almost half (43%) of customers don’t think it is worth complaining as companies simply don’t care.
Rapide have launched their Rant & Rave page on Facebook to give consumers the opportunity to share their feedback in an open forum, allowing them to vent their frustrations or inform other users of their positive experiences.
Since its launch on the 21st September 2012 the page has received over 100 likes and 50 comments from consumers sharing their insight on companies as diverse as British Airways, McDonald's and O2. The page is also attracting interest from outside of the UK, with users from as far as South Africa and Romania now engaging with Rant & Rave.
Nigel Shanahan, Managing Director of Rapide commented:
“Whenever a customer interacts with a brand, they form an opinion of the experience which they often share on social media sites. Yet with brands responding to only 5% of posts, consumers are being left frustrated and are unlikely to share their views again, regardless of if they are good or bad. We want consumers to feel they are being listened to and we’re delighted with the response we are seeing so far.”
Rapide are currently running a competition called “Feedback Friday” where a £10 Love2Shop voucher will be given away to one consumer every week (for a limited period of time). To be eligible all users have to do is click the like button and post a "Rant" or "Rave" about a brand on the Facebook wall.
The official Rant & Rave Facebook page can be found at http://www.facebook.com/66rantandrave99.
“We are seeing a balance of both positive and negative comments coming through to the page, which just goes to show how much valuable insight brands are missing out on by not acknowledging or responding to feedback. We plan to take the Rant & Rave characters to shopping centres around the UK, gathering consumer opinion in real-time which we can then take back to the brands.”
The technology behind Rant & Rave allows Rapide to capture feedback and analyse it instantly, providing brands with answers to the problems they didn’t realise they had.
To learn more about Rant & Rave and real-time customer engagement visit http://www.rantandrave.com or call +44 (0)2476 011 911.
Notes to Editors:
More about Rapide – the Moments of Truth Company:
Rapide turns moments of truth into moments of opportunity. Its award-winning, multi-channel technology platform Rant & Rave provides real-time customer communications and feedback solutions to half the FTSE 350. Its solutions let companies talk to their customers at the moments that matter, and then uses sophisticated text analytics to interpret customer sentiment and provide actionable insight. Industry leaders choose Rapide to save money, drive revenue and to develop profitable relationships that last.
To learn more visit http://rantandrave.com/
Half of the FTSE use the multi-channel Rant & Rave platform to manage and measure the value of their customer and employee interactions. To see how it works take the demo at http://rantandrave.com/home/demo/.