Chart - Product Research Or Customer Service Online Destinations

Company websites, somewhat unsurprisingly, are the primary online destination for information that supports a consumer purchase decision, according to July 2012 survey results from Incyte, sponsored by Get Sastisfaction. Interestingly, respondents were more likely to say they visit a branded customer community than a social network (27.3% vs. 23.2%) when researching products or seeking customer service.

When asked to name their primary destinations for researching products or seeking customer service via the internet, consumers’ top choices were to visit the company website to make a purchase decision (89.3%), visit a company site for self-serve support (68.8%), contact the company via phone or email for service or support (43.5%), use an internet community dedicated to the product or service (27.3%), and use a social network to make a purchase decision (21.2%).

In fact, company/brand/product information ranked last among 7 reasons identified for using social networks, cited by just 12.8% of respondents. Read the rest at MarketingCharts.