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. We wanted to find out which channels they used and found that:
- Facebook is by far the highest used platform, next is twitter and then Instagram
- Both men and women are equally likely to use Facebook to complain. Men are more likely to use twitter and snapchat and women are more likely to use LinkedIn.
- Millennials are the most likely to use Facebook and LinkedIn to complain about their bad retail experience. Whereas GenZ customers are the most likely to use Instagram. Both Millennial and GenZ consumers are more likely to use Instagram and snapchat to complain.
Download our whitepaper: To further understand these insights, why they matter and what retails should do about them.