13 October 2011 - 3:35pm | posted by | 0 comments

71% of companies ignore consumer complaints on Twitter

71% of companies ingore complaints on Twitter71% of companies ingore 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.

Be the first to comment on this article: sign in or register.

Latest Projects from the Profile Hub

Invitations With Gravitas

29/01/2015
Denmore Press - Prestigious Invites & Bespoke Envelopes...

The Dogs Trust relaunch with a responsive website!

29/01/2015
The challenge Dogs Trust, the largest dog welfare charity...

Responsive Website for B2B publisher Incisive Media

28/01/2015
How do you bring a major B2B publishing firm’s website into...

The Launch of the New Generation Hyundai i20

28/01/2015
The start of 2015 marked the launch of the New Generation...

Generating Coverage is Plain Sailing for Cruise Nation

27/01/2015
The Rooster team has continued to generate high levels of...