If you want to complain about a product or service, how would you normally get in touch with the company that has caused you to complain?
Call the customer contact number? Send an email detailing your complaint?
A new survey of 2,000 consumers has found that the fastest and most reliable way to now complain and get something done is by using social media.
Over 80% of customers reaching out to complain via a social media channel have a response within 12 hours, compares to just 37% who got a reply in the same timeframe when using email.
A recent blog on The Retail Bulletin explains this difference as the natural difference between different types of contact channel. For example, if you actually wrote a letter and mailed it then it would be ridiculous to expect a response using the same channel within 12 hours.
However, despite the various channels…
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