Marketing 3rd Edition by Dhruv Grewal,Michael Levy

Exercise 13

Customers use a variety of methods to provide feedback to companies about their experiences. Planetfeedback.com was developed as one such venue. Visit its website ( www.planetfeedback.com ) and identify the types of feedback that customers can provide. Look over the feedback for Verizon by typing "Verizon" in the company search space. Summarize some of the most recent comments. What is the ratio of positive to negative comments about Verizon during the last year or so? Describe the effect these comments might have on customer perceptions of Verizon.