In partnership with Edison, I did a lot of research into the science of complaint when working on my new book, Hug Your Haters.
One of the most important thrusts of that research is around customer expectations. When customers complain, what do they expect from a brand…and when?
The answers are important because they help dictate operations policies, staffing, software, and customer retention.
5 Social Media Customer Service Stats You Must Know
Here are the five most important findings (although there are a lot more in the research and in Hug Your Haters)
1. One-third of all customer complaints are never answered, most of them are in social
2. Answering a complaint increases customer advocacy by as much as 25%
3. Not answering a complaint decreases customer advocacy by as much as 50%
4. Forty percent of customers who complain on social expect a response within one hour
5. Sixty-three percent of consumers are satisfied with response time on social media
The presentation has several other great stats AND three critical tips for getting faster in your own company or organization.
By Jay Baer
