Centro de Documentacion de Fundación MAPFRE - Consumer' likelihood to recommend 133 firms : how likely are US consumers to recommend firms across 14 Industries?

MAP20100006269

Consumer' likelihood to recommend 133 firms : how likely are US consumers to recommend firms across 14 Industries? / Bruce D. Temkin, with William Chu and Shelby Catino. — Cambridge : Forrester Research, 2010

(For customer experience professionals)

Sumario: Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers were the least recommended. Barnes & Noble, Amazon.com, and eBay were the most recommended firms. When we compared companies with their industry averages, credit unions and SunTrust Bank came to the top of he list. Our analysis of responses by generation shows that Seniors are the most likely to recommend companies and Younger Boomers are he least likely to recommend

1. Recomendaciones . 2. Servicio al cliente . 3. Investigación de mercados . 4. Grupos de interés . 5. Sectores económicos . 6. Comportamiento del consumidor . I. Chu, William . II. Catino, Shelby . III. Forrester . IV. For Customer experience professionals .