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