A poll of 1,300 Twitter users by Maritz Research finds that those who use the network to complain about their customer experience overwhelmingly want companies to listen to their comments. And, these tweeters want their complaints addressed. Survey highlights include:
• Just 33% of survey respondents actually received some type of follow-up after they tweeted their complaint.
• However, 83% of those who did receive a follow-up said they liked or loved hearing from the company.
• Almost 75% of those people who received a response were very or somewhat satisfied with the response they received; opposed to just over 15% who were either very or somewhat dissatisfied with the company’s response. PRN
Source: Maritz Research
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