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Oct 5, 2012 | 1 minute read

The State of Social Media Complaining [Infographic]

written by Linda Bustos

Social media has become a favorite sounding board for angry customers. What once remained between you, the customer, and the ten friends she shared her negative experience with is now publicly searchable content.

This week's infographic comes from, highlighting the expectations of consumers and brands from the social media customer service channel.

Click to enlarge

Tweetable stats:

  • 9 in 10 US companies with 100+ employees use social media for marketing Tweet this
  • 83% of US companies with 100+ employees use Facebook marketing, 53% use Twitter Tweet this
  • 1 in 2 consumers who use Twitter to complain expect a response or at least the tweet be read Tweet this
  • 65% of consumers aged 55+ expect brands to read and respond to complaint tweets vs. 38% of 18-24yos Tweet this
  • Only 33% of consumers who complained to brands via Twitter received a response Tweet this
  • When brands respond to Twitter complaints, 3 in 4 customers report they are somewhat or very satisfied Tweet this
  • 4 in 5 consumers expect social media to become the main customer service outlet (even replacing other methods) Tweet this
  • 58% of US marketers believe online customer engagement improves brand image Tweet this
  • 56% of US marketers believe social media helps build customer loyalty Tweet this