Social Listening vs. Digital Privacy, a Study by NetBase & JD Power

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NetBase, the Social Intelligence Company, has released a new survey revealing the conflicting consumer awareness and attitudes about social media listening. The survey of 1,062 U.S. adult consumers, ages 18–55+, conducted by the J.D. Power Panel, found that while 51 percent of consumers want to talk about companies without being listened to, 58 percent want companies to respond to their complaints shared on social media. The findings are included in an e-book titled, “Social Listening vs. Digital Privacy, a Consumer Study: Your Practical Guide for How to Engage Consumers Based on Their Attitude Toward Privacy.”

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Social Listening vs. Digital Privacy, a Study by NetBase & JD Power

  1. 1. Social Listening vs. Digital Privacy Findings from NetBase-J.D. Power and Associates Consumer Survey in December 2012
  2. 2. Survey Methodology• J.D. Power and Associates Power Panel  Online survey of 1,062 U.S. consumers• Respondents were ages 18-55+• Conducted December 2012 2 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  3. 3. To Read the Full Study—Download the eBook 3 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  4. 4. Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 20124 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  5. 5. 32% of Consumers Have No Idea ThatCompanies are Listening Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 5 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  6. 6. Consumers Expect Companies to Take the SocialVoice Seriously Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 6 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  7. 7. ... As Long as It’s Not Perceived as Eavesdropping Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 7 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  8. 8. Baby Boomers More Likely to Have PrivacyConcerns Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 8 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  9. 9. Consumers Now Expect Companies to BeTelepathic Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 9 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  10. 10. Consumer Expectations are Full of DoubleStandards Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 10 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  11. 11. Most Time Spent on Social Networking Sites,But Other Social Activity Also Affected General Usage of Web Tools by Age Group Survey of 1,062 consumers ages 18 to 55+ in the U.S. in December 2012 11 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.
  12. 12. So … What’s a Company To Do? 12 | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.

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