Spanish Consumers Bite Back: New App Critizen Scrutinizes Customer Complaints
MADRID, February 17, 2015 /PRNewswire/ --
Boasting a database of thousands of customer complaints, Critizen, which is only a few months old, has already been able to shed light on how Spanish consumers criticize and complain through the Internet.
To view the Multimedia News Release, please click:
http://www.multivu.com/players/Spanish/7448451-que-como-critican-los-espanoles/
By analyzing the data, this tool for aggregating both complaints and compliments has discovered that consumers from Madrid complain the most about products and services (32%). In second place are the residents of Barcelona (13%), followed by those from Seville (5%) and Valencia (4%) in third and fourth place, respectively.
In apparent contradiction of the oft-quoted "truth" that women complain and protest more than men, we learn that men in fact complain much more (70%) than women (30%).
Which are the most used complaints channels? 85% of consumers use mobile phones, while 15% use computers. This is due to the high mobile penetration that exists in Spain.
If we focus on the most criticized sectors, we see that telecommunications companies are the most frequently criticised among Internet users (22%). 10% complain about restaurants, 7% complain about shops, 6% about transport services and 4% about e-commerce.
How annoyed are consumers, according to Critizen's data? The most prevalent feeling among users when performing their criticism is "Furious" (35 %), followed closely by "Outraged" (34%). 9% of complainers say they are frustrated and 7% are disappointed. Surprisingly, 15% of criticisms indicate a feeling of happiness, countering our perception of criticism as a negative activity. Curiously, perhaps, these complaints garner the most support among users.
These are just some of the conclusions that Critizen has drawn in an effort to understand the hows, whats and whys of Spanish consumer criticism.
Video:
http://www.multivu.com/players/Spanish/7448451-que-como-critican-los-espanoles/
SOURCE Critizen
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