The percentage of consumers who have done the following after a very bad or very good interaction with a company:
- Told friends about it via email, phone or in person;
- Sent feedback directly to the company via a call, letter, email, or on their website;
- Wrote something about it on Facebook;
- Put a comment or rating about the company on a 3rd party site like Yelp or TripAdvisor;
- Wrote something about it on Twitter; or
- Did not tell anyone about the experience.