Source: Parature [download page]
Notes: One-third of US adults (18+) report having ever used social media to ask a customer service question, and 83% sayÂ they received an answer the last time they did so, according to results from a Parature survey. That’s a more encouraging result than seen inÂ several other studies that have shownÂ social response rates from brands to be less than ideal, includingÂ a recent Socialbakers reportÂ that foundÂ 74% of questions to be answered on Facebook but just 30% on Twitter.
Meanwhile, the Parature report finds that consumers are more likely to have used social media to praise (50%) than complain about (38%) a brand’s customer service.
Overall, though, consumers reported being more likely to regularly use several other customer service channels, led by the phone (81%).
About the Data: The Parature results are based on a survey of approximately 1,000 consumers ages 18 and older, equally divided between male and female respondents with varying average household incomes.