Stats of the Week April 22, 2013

Written by: Digitally Approved
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Every week we compile lots of interesting stats here at Fanscape. Here are some of our favorites that we collected this week.

Customer Service
Ask us why we got into social media and we’ll tell you it’s because we love great customer service.  And Social Media is an extension of great customer service.  Dimensional Research and ZenDesk conducted a survey of 1,000 people who have had experiences with the customer service of a mid-sized company.  Guess what?  Turns out that people are more likely to share bad experiences than good ones.  Shocker we know.  But nothing beats some cold hard data to support what you already know in your gut happens. You can read the whole survey HERE and here are some of the highlights:

  •  62% of B2B and 42% of B2C customers purchased more after a good experience
    • while 66% and 52% respectively stopped making purchases after a bad experience
  • 95% of respondents who have had a bad experience said they told someone about it compared to 87% who shared a good experience
    • Friends or family (in person) were most commonly told, by 81% of those with bad experiences and 72% with good experiences
    • Followed by coworkers (in person – 57% and 40%; respectively)
  • Propensity to share bad customer service was above-average among Gen X (36-50) respondents (99%) and those with annual household income of more than $150,000 (100%)
    • Those groups were also more likely to share positive experience (95% and 100%, respectively)
  • 54% of respondents who had shared a bad experience said they shared it more than 5 times, compared to 33% of those who had shared a good interaction
  • 58% of respondents said they are more likely to tell others about customer service experiences now than they were 5 years ago
    • That figure rises to 61% among Millennials (18-35) and 65% among Gen Xers.

Source: MarketingCharts

Moms and Social Media
Also falling into that – no duh but actual numbers never hurt – file, ComScore and parenting site, surveyed 1,500 U.S. moms and found out:

  • The vast majority of moms (91%) make regular use of social media — a 20% increase from 2010
  • Over a fifth of moms (22%) now expect a high level of social media engagement from their friends and family
  • Despite making up only 18% of the total U.S. Web population, moms were responsible for 32% of total online spending in the last quarter
  • Compared to the general population, moms who are also heavy social networkers are more likely to shop online for clothing (61%), portable devices (91%), baby supplies (63%), and home and garden products (65%)
  • Compared to the general population, 49% more moms have smartphones (81% vs. 54%), while, in a year-over-year comparison, mom’s smartphone ownership is up 25%, while tablet ownership is up 79%
  • 89% of moms with smartphones access Facebook on their phones, and they are four times more likely to prefer to check social media via their smartphone than the average user
  • 91% of moms have used Facebook in the past six months — compared to 80% of the general population
    • While nearly two-thirds of moms (61%) report having used Pinterest in the last six months — nearly double its 30% usage among the general population

Source: MediaPost

Just for Fun – Earth Day Stats

A recent study from Bridgestone surveyed 4,000 Americans about their green habits and found:

  • 86% of consumers recycle
  • 52% recycle more than they did two years ago
  • 92% of consumers say a product or manufacturer’s environmental sustainability has some impact on their purchasing decisions
  • Respondents also indicated that the most important ways a company can show they are environmentally friendly are creating a product that minimizes generated waste and carbon emissions tied to waste


Source: VentureBeat