10 May 2013 - 12:46pm | posted by | 0 comments

46% use social media for online purchasing decisions and 35% use it to vent about bad customer service

46% use social media for online purchasing decisions and 35% use it to vent about bad customer service46% use social media for online purchasing decisions and 35% use it to

Over half (55 per cent) of under 35s use social media to share experiences about bad customer service, compared to 35 per cent of all ages, a survey commissioned by online customer helpdesk Sirportly has found.

Carried out by YouGov, the survey of 2,000 British consumers found that three times as many people use Facebook to vent about bad customer service than Twitter.

It was also discovered that regular social media use means the under 35 generation is 14 per cent less likely to receive a slow response or no response at all.

Adam Cooke, creator of Sirportly, said: “Not responding to customers effectively over social media platforms is reputation suicide. With the impact of word of mouth via social media getting stronger by the day, it’s getting more and more important to both avoid annoying customers in the first place and to be able to defend your brand when it’s being publicly bad-mouthed.”

46 per cent of people said they now count on social media when making an online purchasing decision.

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

Latest Projects from the Profile Hub

Reed Learning Personalisation with Sitecore

30/10/2014
Reed Learning, a leading provider of training courses and ...

First-time cruisers? It soon becomes a long-term love-in…

29/10/2014
Since July 2013, Cruise Nation and Rooster PR have been on...

Brand Campaign for 123RF

28/10/2014
The Challenge Help 123RF stand out against big-name image...

The Co-operative Bank - Loans Tool

27/10/2014
The digital strategy required a range of sticky tools and...

Check out Modalu's First Instagram Lookbook for #MeAndMyErin

27/10/2014
To celebrate the launch of Modalu's Erin Tote, Cult LDN...