- 72.2% of respondents said they research companies' customer care online before purchasing products and services.
- 84% said they consider the quality of customer care in their decision to do business with a company.
- 74% said they choose companies or brands based on others' customer care experiences that are shared online.
- 81% believe that blogs, online rating systems, and discussion forums can give consumers a greater voice regarding customer care but 22% believe that social networking sites are of no value in gathering this information.
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