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U.S. consumers' opinions on companies' responses over social media channels 2012
U.S. consumers' opinions on companies' responses over social media channels 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?
by Statista Research Department,
last edited
May 2, 2012
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?
Loading statistic...
| Percentage of respondents | |
|---|---|
| Worsened | 7% |
| Improved | 60% |
| Have not changed | 33% |
| Percentage of respondents | |
|---|---|
| Worsened | 7% |
| Improved | 60% |
| Have not changed | 33% |
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Description
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More information
by Statista Research Department,
last edited
May 2, 2012
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.
- Show sources information
- Show publisher information
- Release date
- May 2012
- Region
- United States
- Survey time period
- February 22. - 29., 2012
- Number of respondents
- 174 respondents
- Age group
- 8-19 years
- Special properties
- Have utilized social media to get a customer service response in the past year
- Method of interview
- Face-to-face interview
Free access to basic statistics
Source
- Show sources information
- Show publisher information
- Release date
- May 2012
More information
- Region
- United States
- Survey time period
- February 22. - 29., 2012
- Number of respondents
- 174 respondents
- Age group
- 8-19 years
- Special properties
- Have utilized social media to get a customer service response in the past year
- Method of interview
- Face-to-face interview
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Customer service in the U.S.
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Customer churn rate by industry U.S. 2018
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Expected response time for social media questions or complaints in U.S. & global 2018
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Communication channels preferred to contact customer service by country 2018
+Business Services
Size of global outsourced customer experience market 2015-2020
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Statistics on "Customer service in the U.S."
- Market overview
The most important statistics
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*Size of global outsourced customer experience market 2015-2020
- Breakdown of the global outsourced customer experience market in 2017, by regionGlobal outsourced customer experience market: breakdown by region 2017
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*Customers who have contacted customer service in the past month U.S. 2015-2018
- Use of voice in customer service in the United States from 2015 to 2018Customers who contacted customer service via voice channels U.S. 2015-2018
- Customer churn rate in the United States in 2018, by industryCustomer churn rate by industry U.S. 2018
- Do you feel the quality of customer service is getting better or worse?Customers' opinion about customer service quality U.S.& worldwide 2018
- Communication channels
The most important statistics
- Which of the following customer service channels do you prefer?Communication channels preferred to contact customer service worldwide 2018
- Communication channels preferred to contact customer service in 2018, by countryCommunication channels preferred to contact customer service by country 2018
- Communication channels easy to use in customer service in the United States in 2018Easiest-to-use customer service channels in U.S. 2018
- Which of the following channels provides the fastest resolution from customer service?Channels which provide the fastest resolution from customer service U.S. 2015-2017
- Customer satisfaction
The most important statistics
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018Customers who stopped doing business due to poor customer service U.S. 2016-2018
- What is the most important aspect of a good customer service experience?Important aspects of a good customer service experience U.S.& worldwide 2018
- What is the most frustrating aspect of a poor customer service experience?Share of customers by poor customer service experiences U.S.& worldwide 2018
- Do you have higher expectations for customer service today than you had one year ago?Customer service: change in customers' expectations in the last year 2018
- How important is customer service to you in your choice of, or loyalty to, a brand?Importance of customer service to customers' choice of or loyalty to a brand 2018
- Self-service
The most important statistics
- Share of customers trying to resolve their issue before contacting customer service in the United States in 2019, by sectorIssue resolution prior to contacting customer service in the U.S. by sector 2019
- Do you expect a brand or organization to have an online self-service support portal?Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- If while using self-service you did not find the response you were looking for, what was the key issue?Self-service issues experienced by customers U.S.& worldwide 2018
- Digital trends
The most important statistics
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017Preferred contact channels for customers to resolve issues U.S. 2018
- Challenges of using chatbots according to adult internet users in the United States in 2018U.S. adults' challenges of using chatbots 2018
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- What is your expected response time for social media questions or complaints?Expected response time for social media questions or complaints in U.S. & global 2018
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Further Content: Statistics, Studies, and Topic Pages
Statistics
- U.S. consumers' usage of social media to get a customer service response 2012
- Reasons for using social media to get a customer service response 2012
- Share of customers by if companies responded to their questions on social media 2017
- 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
- Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Perception of companies' responses to complaints on social media in the UK 2015
- Social media penetration for municipality customer support in the Netherlands 2016
- U.S. social media users opinions on online discussions on politics 2016
- Social media: influence on political candidate views of U.S. social media users 2016
- Selfies: popular content U.S. 2014
- U.S. social media users opinions on social media posts on politics 2016
- U.S. social media user online political discussion frequency 2016
Studies
- Customer service in the U.S.
- Online recruiting and social media
- Advertising and market research companies in Italy
- LinkedIn
- Call centers in the U.S.
- State of Customer Service Experience 2018
- Global State of Customer Service Report 2018
- Live Chat Benchmark Report 2019
- Social Media in the Worplace 2011
- Global Customer Service Barometer 2012
- State of Customer Service Experience 2017
- Live Chat Benchmark Report 2018
- State of Chatbots Report 2018
- Using Social Media for Talent Acquisition
- Global State of Customer Service Report 2017
Statistics on "Customer service in the U.S."
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*
- Breakdown of the global outsourced customer experience market in 2017, by region
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*
- Use of voice in customer service in the United States from 2015 to 2018
- Customer churn rate in the United States in 2018, by industry
- Do you feel the quality of customer service is getting better or worse?
- Which of the following customer service channels do you prefer?
- Communication channels preferred to contact customer service in 2018, by country
- Communication channels easy to use in customer service in the United States in 2018
- Which of the following channels provides the fastest resolution from customer service?
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018
- What is the most important aspect of a good customer service experience?
- What is the most frustrating aspect of a poor customer service experience?
- Do you have higher expectations for customer service today than you had one year ago?
- How important is customer service to you in your choice of, or loyalty to, a brand?
- Share of customers trying to resolve their issue before contacting customer service in the United States in 2019, by sector
- Do you expect a brand or organization to have an online self-service support portal?
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
- If while using self-service you did not find the response you were looking for, what was the key issue?
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017
- Challenges of using chatbots according to adult internet users in the United States in 2018
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
- What is your expected response time for social media questions or complaints?
- In the past year, have you utilized social media to get a customer service response?
- Which of the following are reasons you use social media when it comes to customer service?*
- If you have used social media to ask a customer service question, did the company respond?
- Have you ever used social media to complain about a brand or its customer service?
- Have you ever used social media to praise a brand or its customer service?
- To what extent do you agree or disagree with the following statement: "I feel that companies take complaints more seriously if they’re posted on social media websites than if made directly to them"
- Share of municipalities using Twitter, Facebook and Whatsapp for online customer support in the Netherlands in the 2nd quarter of 2016, by social medium
- Opinions of social media users in the United States on social media discussions regarding politics as of August 2016
- This election season, have you modified your views about a particular political candidate because of something you saw on social media?
- Which of the following have you ever taken a selfie with?
- View of social media users in the United States on seeing social media posts and discussions about politics and the 2016 election as of August 2016
- Frequency of of social media users in the United States commenting, posting, or discussing government and politics with others on social media as of August 2016
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