Wave 2 2010 Key Trends

The below numbers are from the Wave 2 2010 – Empathica Consumer Insights Panel. Results from Empathica’s Consumer Insights, led by Dr. Gary Edwards and Empathica’s Consumer Insights’ team, are based on outbound Internet surveys with Empathica’s growing Insights Panel, derived from more than 30 million consumer surveys per year. Results have been weighted to reflect latest Census distributions in the U.S. and in Canada, including Region, Gender, Age and Income.

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Consumers are less optimistic about the overall economy


Consumers are spending more in this economy compared to last year


Consumers say that Customer Service is Getting Worse in the US and Canada


Age Impacts Customer Service Perceptions


What is the #1 Social Media Online Activity


Recommendations via social media drive offline behavior


What is the preferred channel for routine transactions?


What is the preferred channel for problem resolution?