About 6 in 10 brands receive customer complaints via social media occasionally, while close to 1 in 6 receive them “somewhat” (10.9%) or “very” (4.9%) often, finds a survey from Social Media Marketing University (SMMU). Despite what seems like a relatively high incidence of complaints, few brands responding to the survey have strategies in place to deal with the complaints, and most are slow to respond to the criticism.
In fact, fewer than 1 in 5 respondents said they respond to complaints within an hour. And although a slight majority do so within 24 hours, more than 1 in 5 say they rarely – if ever – respond to customer complaints made via social. Read the rest at MarketingCharts.