We asked 2,000 consumers what they did in the event of a poor in-store experience and how and why they used social media to complain.
We found that:
As displayed in the infographic:
- In the event of a poor in-store experience, 21% of customers will use social media to complain
- Facebook is the most used platform, used by 80% of respondents. Next is twitter.
- Men are more likely to use social media to complain than women. Of the different channels, the more likely to use twitter and snapchat than women
- Millennials are the highest users of social media as a channel to complain
- Generation Z customers are the highest users of twitter, despite being least likely to use social media to complain
- Baby boomers are most likely of all demographics to use Facebook to complain about their negative retail experience
- 34% of customer expect a response to their social media complaint
- Most customers use social media to let the business and their friends know, whereas only 9% of customers actually intend to damage the business by their social media sharing
- Only 16% of customers find that their social media queries always receive a response
Download our whitepaper: To further understand these insights, why they matter and what you can do about them.
Link to Whitepaper: Use of Social Media as a Complaint Channel in the Event of Poor In-store Experiences
