In my previous two posts, I listed companies that were susceptible to negative feedback via Facebook and Twitter. Now it’s time to look at 3rd party ratings sites like TripAdviosr and Yelp.. In the report How Consumers Give Feedback, we analyzed what US consumers did after they had a very bad or a very good experience.
As a part of the analysis, we examined the difference in social media use across 141 companies. Our analysis looked at how often people that had interacted with those companies had also used social media to talk about a very bad experience in the previous 60 days. We then compared that data to the overall US average.
This chart shows the 20 companies that interact with consumers who are most likely to post a comment or rating about a very bad experience on a 3rd party site.
As you can see, Days Inn, Super 8, TD Ameritrade, United Airlines, Hyatt, Hilton, and AirTram Airways are more than the most susceptible to having a bad comment or rating show up on these sites.
The bottom line: These firms need to track third party rating sites more than their peers