Infographic – Customer expectations around their use of social media as a complaint channel

Published on December 18th 2018
By Imogen Wethered

Qudini surveyed 2,000 UK consumers and found that 21% of customers used social media to complain in the event of a poor store experience and that most customers complain as a direct method to communicate with the business, with the benefit of warning other in the process. Only 33% of customers actually use social media to complain to retailers because they expect a response. We asked customers how frequently their complaints were responded to and to what level of satisfaction. We found that:

Graph Why Customers Use Social Media To Complain About Poor Experience In Retail Qudini

 

Graph Customer Satisfaction Over Response To Social Media Complaints Qudini

Graph Customer Satisfaction Over Response To Social Media Complaints Qudini 2

 

Download our whitepaper: To further understand these insights, why they matter and what retails should do about them.

Link to Whitepaper: Use of Social Media as a Complaint Channel in the Event of Poor In-store Experiences

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