This survey shows U.S. consumers' opinions on companies' responses over social media channels to inquiries or complaints in 2012. Some 60 percent of respondents stated that they felt companies' performance in this area had improved.
In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?
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Statistics on Customer service in the U.S.
Market overview
6
- Premium Statistic Size of global outsourced customer experience market 2015-2020*
- Premium Statistic Global outsourced customer experience market: breakdown by region 2017
- Basic Statistic Customers who have contacted customer service in the past month U.S. 2015-2020
- Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
- Basic Statistic Customer churn rate by industry U.S. 2020
- Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018
Communication channels
4
- Premium Statistic Communication channels preferred to contact customer service worldwide 2018
- Premium Statistic Communication channels preferred to contact customer service by country 2018
- Premium Statistic Easiest-to-use customer service channels in U.S. 2019-2020
- Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017
Customer satisfaction
5
- Basic Statistic Customers who stopped doing business due to poor customer service U.S. 2016-2020
- Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
- Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018
Self-service
4
- Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
- Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018
Digital trends
5
- Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2020
- Premium Statistic U.S. adults' challenges of using chatbots 2018
- Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
Further related statistics
13
- Reasons for using social media to get a customer service response 2012
- Opinions on companies' social media responses to complaints 2012
- U.S. consumers' usage of social media to get a customer service response 2012
- Customer service: using social media to complain about a brand U.S.& worldwide 2017
- Customers' opinion: using social media to praise a brand in U.S. & worldwide 2017
- Share of customers by if companies responded to their questions on social media 2017
- Customer service effectiveness on social media in U.S. and worldwide 2017
- Customers' opinion: using social media to ask a customer service question 2017
- Perception of companies' responses to complaints on social media in the UK 2015
- Consumers complaining about organisations on social media in the UK 2013, by age
- Selfies: popular content U.S. 2014
- U.S. social media users opinions on social media posts on politics 2016
- Most viewed YouTube celebrity channels in Taiwan 2021
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Statistics
- Reasons for using social media to get a customer service response 2012
- Opinions on companies' social media responses to complaints 2012
- U.S. consumers' usage of social media to get a customer service response 2012
- Customer service: using social media to complain about a brand U.S.& worldwide 2017
- Customers' opinion: using social media to praise a brand in U.S. & worldwide 2017
- Share of customers by if companies responded to their questions on social media 2017
- Customer service effectiveness on social media in U.S. and worldwide 2017
- Customers' opinion: using social media to ask a customer service question 2017
- Perception of companies' responses to complaints on social media in the UK 2015
- Consumers complaining about organisations on social media in the UK 2013, by age
- Selfies: popular content U.S. 2014
- U.S. social media users opinions on social media posts on politics 2016
- Most viewed YouTube celebrity channels in Taiwan 2021
American Express. (May 2, 2012). In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint? [Graph]. In Statista. Retrieved March 26, 2023, from https://www.statista.com/statistics/225304/us-company-responses-via-social-media/
American Express. "In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?." Chart. May 2, 2012. Statista. Accessed March 26, 2023. https://www.statista.com/statistics/225304/us-company-responses-via-social-media/
American Express. (2012). In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?. Statista. Statista Inc.. Accessed: March 26, 2023. https://www.statista.com/statistics/225304/us-company-responses-via-social-media/
American Express. "In The past Year, Have Companies Generally Improved or Worsened in Terms of How Quickly You Feel They Respond to You over Social Media Channels Surrounding a General Inquiry or Complaint?." Statista, Statista Inc., 2 May 2012, https://www.statista.com/statistics/225304/us-company-responses-via-social-media/
American Express, In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint? Statista, https://www.statista.com/statistics/225304/us-company-responses-via-social-media/ (last visited March 26, 2023)
In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint? [Graph], American Express, May 2, 2012. [Online]. Available: https://www.statista.com/statistics/225304/us-company-responses-via-social-media/