Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

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Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).

Use of Social Media for Retail Complaints

Following on from our customer complaints report entitled, “The Cause of Customer Complaints in Retail”, which looks at why customers are complaining in retail and what actions they are undertaking as a result, we further research into how and why customers are using social media as a medium for complaining about poor customer experiences in store.

Some interesting insights from our report include:

  • 22% of customers will use social media as a medium to complain about a poor retail customer experience
  • Facebook is the most commonly used, followed by Twitter
  • More customers will use social media to complain because they hope for a response from the business, than those who will use it with the intent of damaging the business
  • Customers from different age demographics and regions have different motives for using social media as a forum to complain to retailers

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Use Of Social Media For Retail Complaints
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Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).