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.

Don't miss out... Get your Social Media news by email

See all specialist newsletters

18 related companies from Profile Hub:

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

Latest Projects from the Profile Hub

New Forest National Park - Young David Attenborough discovers the Tech Creche

21/08/2014
Research conducted by the New Forest National Park...

Case Study | Building Blocks

20/08/2014
Building Blocks's Operations Director and Co-Founder, tell...

Social Media Training

18/08/2014
We love to share what we know and what we've learned about...