RightNow's 2nd Annual Customer Experience Impact Report

How does your region stack up to the rest of the United States?

Wild West!

Where open ranges and the Silicon Valley meet, Westerners use technology and good old fashioned grass roots campaigns to combat negative customer experiences. Compared to their counterparts across the US, Westerners are more likely to post a blog entry or online review about a negative customer experience. Westerners are also most likely to boycott an organization (41%) and/or talk negatively about an organization after a negative experience.

Midwesterners Swear!

Best known for farming, hunting, fishing and small towns, the Midwest is actually a hot bed of consumer activity where excellent customer service is essential. Midwesterners, compared to their counterparts across the US, are more likely to get frustrated if they can't reach a live agent (72%) when contacting a company and they are more likely to swear after a bad customer experience (34%). However, Midwesterners are more likely to recommend a company to someone else based on outstanding service (63%).

Southern Hospitality!

Known around the country for welcoming homes and good manners, Southerners are certainly polite... unless they are fantasizing. Compared to their counterparts across the US,negative customer experience including taking out a negative ad, launching a critical website, picketing and even defacing a company's headquarters.

Northeasterners are glued to their phone!

Compared to their counterparts across the US, more Northeasterners (49%) prefer using the phone when contacting a company for information and (39%) call when they want to buy something.