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:
- Most customers (43%) will post their complaints about poor experience on social media in order to communicate with the business, whilst warning other people in the process
- Only 33% of customers that post their complaints on social media expect a response
- Only 9% of customers want to cause damage to the business by their sharing of their poor experience on social media
- 24% of customers state that their social medial complaints always receive a response
- Whereas 13% report that they have never received a response after a complaint using social media
- Despite 24% reporting always receiving a response, only 16% of customers state that their complaints are always resolved
- Similarly, whilst 13% of customers state that they never receive a response, 16% state that their responses have never resolved their query not sure this makes sense, to me it sounds like it’s the same point as the previous one
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
