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Your Customers Are Ghosting You — Here’s What To Do About It
Published
From Forbes
In their Global Study: How Consumers Share Feedback, 2025, Qualtrics found that customer feedback has fallen to an all-time low. According to the survey, after a bad experience, only 32% of respondents sent feedback directly to the company—down 7.7% since 2021.
In other words, customers are ghosting many brands.
Customers may not be directly telling brands what they think anymore, but that doesn’t mean there aren’t signs. In his latest Forbes article, TTEC Digital SVP Tom Lewis shares how — in an age of feedback burnout — brands can better understand their customers’ needs and pain points even when the signals are subtle.
“By leveraging advances in AI and connecting data from customer interactions with the departments and roles that can act on that data, brands can do more than just understand why customers are ghosting them — they can prevent the ghosting altogether.”Tom Lewis, Global Leader, CX Transformation, TTEC Digital