▶ Reach Out and‘Touch’ Someone:
About 80% of consumers who recently contacted a brand through social media received feedback within 12 hours, according to a recent eDigitalResearch study.
The survey, which took the pulse of 2,0000 consumers across the U.S., concluded that social media is the most expedient and reliable way for consumers to reach brands.
Some other nugs from the study include:
• Only 37% of customers who attempted to reach out to brands via email received feedback within 12 hours.
• Very few customers (10%) who reach out to a brand never hear back.
• A vast majority of consumers (93%) said they have heard back from brands when using online chat channels established by a brand.
• Snail mail proved to be the least-expedient method of getting in touch with brands, with 62% of respondents saying it took more than 48 hours to receive a reply.
Source: eDigitalResearch
▶ U.S. Maybe Not So Social (When It Comers to Mobile) After All: Just 53% of Americans claim to use social networks on their mobile device. That percentage is being outpaced by people in Brazil, Russia and the UK, according to a new report distributed by tyntec and YouGov.
The survey polled more than 4,000 people (18-55+ demographic) in the U.S. UK, Brazil and Russia about their mobile usage, with the U.S. lagging behind.
Here are some other stats from the study:
• About 77% of Brazilian respondents said they connect to social networks on their mobile devices, Russia is close behind at 69%, with the UK at 65%.
• Brazil favors Facebook as its preferred messaging app, indicated by 75% of the respondents. It’s a mixed bag in the U.S.: 32% Facebook, 20% Skype and 20% iMessage.
• Nearly half of Millennials (18-24) in the U.S. (44%) said they would be willing to give up alcohol, caffeine, exercise or a toothbrush for a week rather than lose their ability to text for a year. PRN
Source: tyntec, YouGov
This article appeared in the September 16 issue of PR News. Subscribe to PR News today to receive weekly comprehensive coverage of the most fundamental PR topics from visual storytelling to crisis management to media training.