71% of companies ignore consumer complaints on Twitter
Maritz Research has found that only 29% of those who tweeted a company with a complaint received a reply, with nearly three on four satisfied with the received response. The American research looked at 1,298 consumers over the age of 18 who frequently tweet and have used the micro-blogging site to complain about a specific product, service, brand or company. 49% of respondents had expected the company to read their tweet, with older tweeters (aged 55+) the most likely to expect a reply at 64.9%, compared with 38.4% of 18-24 year olds. Of those who received a response from a company, 34.7% were very satisfied and 39.7% were somewhat satisfied with the response. While 86.4% said they would love/like it if the company had got back to them regarding their specific complaint, 63.3% said that they wouldn’t like or would hate it if the company contacted them about something other than their complaint.