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2011 Customer Complaint Index 

When consumers experience a product failure, they use search engines to find places to register their complaints.  This leaves data trails which can be used to anticipate and react to their needs.

Using over 100 brands featured in recent “Best Global Brands” reports form Interbrand, we extracted Google data on almost 1.2 million search queries related to customer complaints, to extract meaningful insights around the very fundamental consumer need to make their opinions heard.

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What's inside? 

The Customer Complaint Index helps marketers understand customer complaints, the search behavior that drives them, and the marketing opportunity surrounding them:

• Which brands are most commonly searched in Google for customer complaints?
• Which industries attract this type scrutiny from consumers?
• How well are advertisers capitalizing on opportunities to extend marketing reach around complaint-focused search behavior?

Customer Complaint Index 2011 - Preview