• Companies regularly eavesdrop online to understand how people think about them, but they do not always respond/engage
• 32% of people don’t realize anyone is listening
• 40% of people feel their privacy is being invaded through listening
• 50% of people feel companies should be listening to make product/service improvements
• 60% want companies to respond to complaints

The short answer is yes. To some people, listening is creepy. However, if listening to public conversations can lead to improvements, doing so can be important. In addition, if responding can improve sentiment, resolve problems, and/or generate engaging relationships, companies can greatly benefit from listening.

Data provided by Net Base and JD Power research, “Digital Listening vs. Digital Privacy.”

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