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

The Designer Sunglass Company Website Launch

06/03/2015
Kentico Partner: pixelbuilders Check out our latest website...

Bauer Knowledge: The Millennials Chapter

06/03/2015
Bauer Media has built its brands and business on a deep...

Something new for Freya Bridal

06/03/2015
Passion, communication and the ability to keep things fresh...

Hug Rug – brand development

04/03/2015
We were tasked with raising the profile of Yorkshire-based ...

Fox's Biscuits

03/03/2015
We were approached by Fox’s Biscuits to develop a New...