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Fasthosts reveals 1 in 3 consumers has posted a negative review of a firm online
Fasthosts has revealed that 1 in 3 consumers has posted a negative review of a company online, with only 1 in 10 firms engaging with negative online material
The survey of 1300 UK consumers* commissioned by the web hosting (http://www.fasthosts.co.uk/
Whilst willingness to share frustrations online is equal across both genders, the issue ranges in frequency according to age. Younger Britons are far more likely to publish their grievances.
However, some 84 per cent of consumers would forgive a company for mistakes and be willing to use it again if the firm engaged with their negative online review and discussed the issues with them.
It appears that few British companies are seeing the benefits of getting to grips with the issue of negative online material. Data from 400 UK small businesses** reveals that few UK companies choose to interact with customers who publish negative material about them. Despite the prevalence of online complaints, only 12 per cent of small firms have ever engaged with an online complaint.
Stephen Holford, Marketing Director, Fasthosts Internet, commented: "It is understandable that many business owners' first instinct may be to shy away from their customers' online complaints.
Graham Jones, Internet Psychologist, added: "People who want to complain about a company are getting a sense of freedom and power as a result of social networks and feel encouraged to make such complaints.
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Notes to Editors:
* 1376 UK adults surveyed by OpinionMatters via electronic feedback form
** 426 UK firms with a website surveyed via electronic feedback form
Fasthosts is a leading web hosting provider. Based in the UK and operating from their dedicated UK data centres, Fasthosts keeps over 1 million domains running smoothly and ensures over 42 million emails are delivered safely each day. All Fasthosts services can be self-managed through the Fasthosts web-based control panel. Services include domain name registration (http://www.fasthosts.co.uk/