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Share of customers by if companies responded to their questions on social media 2017
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Share of customers by if companies responded to their questions on social media 2017
If you have used social media to ask a customer service question, did the company respond?
by E. Mazareanu,
last edited
Mar 27, 2019
This survey shows the share of customers by if companies responded to their questions on social media in 2017. During the survey, 84 percent of respondents from the United States stated that companies responded to their customer service questions on social media.
If you have used social media to ask a customer service question, did the company respond?
| United States | Global average | |
|---|---|---|
| - | - | - |
| - | - | - |
| United States | Global average | |
|---|---|---|
| - | - | - |
| - | - | - |
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Description
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More information
by E. Mazareanu,
last edited
Mar 27, 2019
This survey shows the share of customers by if companies responded to their questions on social media in 2017. During the survey, 84 percent of respondents from the United States stated that companies responded to their customer service questions on social media.
- Show sources information
- Show publisher information
- Release date
- August 2017
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
Source
- Show sources information
- Show publisher information
- Release date
- August 2017
More information
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
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Statistics on "Social media marketing"
- Overview
The most important statistics
- Revenue of selected social media companies from 2014 to 2018 (in million U.S. dollars)Social media: revenue of selected companies 2018
- Revenue per visit (RPV) of selected social media platform referrers as of 3rd quarter 2014 and 2015 (in U.S. dollars)Social networks: revenue per referred visit 2014-2015
- Social advertising spending worldwide from 2014 to 2016 (in billion U.S. dollars)Social ad spend worldwide 2014-2016
- Social media advertising spending in selected countries worldwide in 2018 (in million U.S. dollars)Digital Market Outlook: social media advertising revenue in selected countries 2018
- Digital marketing spending in the United States from 2014 to 2019, by segment (in billion U.S. dollars)U.S. digital marketing spending growth 2014-2019, by segment
- Social media advertising spending in the United States from 2012 to 2019, by type (in billion U.S. dollars)Social media advertising spending in the U.S. 2012-2019, by type
- Social media advertising spending in the United States from 2017 to 2023, by device (in million U.S. dollars)Digital Market Outlook: social media ad revenue in the U.S. 2017-2023, by device
- Average social media advertising spending per internet user in the United States from 2017 to 2023 (in U.S. dollars)Digital Market Outlook: social media ad revenue per internet user U.S. 2017-2023
- Corporate use
The most important statistics
- Length of time global marketers have been using social media marketing as of January 2018Time spent using social media marketing worldwide 2018
- Leading social media platforms used by marketers worldwide as of January 2019Social media platforms used by marketers worldwide 2019
- Most important social media platforms for marketers worldwide as of January 2019Most important social media platforms for marketers worldwide 2019
- Amount of time spent by marketers on social media marketing per week from 2011 to 2017Amount of time spent on social media marketing per week 2017
- Planned changes in future use of selected social media for marketing purposes worldwide as of January 2019Future use of social media among marketers worldwide by platform 2019
- Leading advertising / promotion media among small and medium-sized businesses (SMBs) in the United States as of 3rd quarter 2017U.S. SMBs: leading ad media 2017
- Marketing implementation of social media advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016Social media advertising adoption among SMEs in the U.S. 2016
- Entities responsible for social media accounts management of small businesses in the United States as of February 2017U.S. small businesses: entity responsible for social media accounts management 2017
- Objectives & tactics
The most important statistics
- Most in-demand agency services among companies in the United States as of April 2016Most in-demand agency services in the U.S. 2016
- Digital marketing tactics most difficult to execute worldwide in March 2016Most difficult digital marketing tactics worldwide 2016
- Likelihood of using selected social networks in client campaigns according to advertising agencies in the United States as of 2nd quarter 2017Social media used in client campaigns by U.S. ad agencies 2017
- Leading channels, technologies and services marketers are planning to invest in as of December 2016U.S. marketing channel investment priorities 2017
- Share of digital marketing budgets devoted to social media marketing according to marketers in the United States from 2013 to 2016Share of social media in digital marketing budgets in the U.S. 2013-2016
- Leading paid social properties used for promotion and advertising worldwide in 2016Adoption of social media advertising 2016, by platform
- Leading digital marketing activities used by agencies and marketers worldwide in 2016Adoption of digital marketing worldwide 2016, by marketer's type
- Channels for which B2B ad buyers purchased ads programmatically in the United States as of October 2017Leading programmatic ad channels bought by B2B advertisers in the U.S. 2017
- Effectiveness
The most important statistics
- Most effective digital marketing techniques according to marketers worldwide in 2018Most effective digital marketing techniques 2018
- View of selected media channels profitability according to marketing professionals in the United States as of August 2016Media channels profitability for U.S. marketers 2016
- Perceived level of ROI generated by selected digital marketing channels according to marketers worldwide as of June 2017Perceived ROI level from digital marketing channels worldwide 2017
- Median ROI generated by selected direct marketing channels according to marketers worldwide as of June 2017Median ROI from direct marketing channels worldwide 2017
- Share of global marketers who believe they are able to measure their social media marketing ROI as of January 2019Ability to measure social media marketing ROI worldwide 2019
- Leading benefits of using social media for marketing purposes worldwide as of January 2019Benefits of social media marketing worldwide 2019
- Share of global marketers who agree that social media is important to their business as of January 2017Significance of social media marketing worldwide 2017
- Social media trends expected to have the biggest effect on marketing strategies in the following year according to marketers in the United States as of September 2017Social media expected to influence marketing strategies in the U.S. 2017
- Brand & industry performance
The most important statistics
- Product brands with the most Facebook fans as of September 2019 (in millions)Most popular product brands on Facebook 2019
- Leading brands on Twitter as of June 2018, by followers (in millions)Most-followed brands on Twitter 2018
- Leading brands ranked by number of Instagram followers as of December 2017 (in millions)Most popular brands on Instagram 2017, by followers
- Most popular retailers on Pinterest as of March 2018, based on number of followers (in millions)Pinterest: most popular retailers 2018, based on number of followers
- Leading industries of U.S. brands on social media in 2018, by share of voiceEngagement share of voice of U.S. brands 2018, by industry
- Average social brand video view duration as of March 2017, by vertical (in seconds)Social video brand user engagement 2017, by vertical
- Average social media response rate of brands in the United States as of 3rd quarter 2017, by verticalAverage U.S. brand response rate on social media 2017, by vertical
- Average number of daily brand posts on Facebook as of July 2018, by verticalAverage daily Facebook brand posts 2018, by vertical
- Consumer perspective
The most important statistics
- Perceived relevance of advertising in selected media among consumers worldwide as of October 2017Perceived relevance of advertising media worldwide 2017
- Leading ways consumers prefer to be contacted by brands in the United States as of June 2018U.S. consumers preference to being contacted by brands in 2018
- Share of consumers who have purchased products after seeing an ad on social media in the Unites States as of September 2017Share of U.S. consumers influenced by social media ads to purchase products in 2017
- Share of consumers who have purchased products after seeing an ad on social media in the United States as of September 2017, by incomeU.S. consumers influenced by social media ads to purchase products in 2017, by income
- Share of consumers who have purchased products after seeing an ad on social media in the United States as of September 2017, by ethnicityU.S. consumers influenced by social media ads to buy products in 2017, by ethnicity
- Primary attitude of internet users in the United States toward select brand behaviors on social media as of April 2017U.S. internet users attitude towards brand posts on social media 2017
- Share of consumers who found Facebook advertising to be helpful in the United States as of May 2017U.S. consumers who find Facebook advertising helpful 2017
- Share of consumers who felt annoyed by Facebook advertising in the United States as of May 2017U.S. consumers who find Facebook advertising annoying 2017
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Further Content: Statistics, Studies, and Topic Pages
Statistics
- Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- U.S. consumers' usage of social media to get a customer service response 2012
- U.S. consumers' opinions on companies' responses over social media channels 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
- Reasons for using social media to get a customer service response 2012
- Social media penetration for municipality customer support in the Netherlands 2016
- Ease of recruiting big data staff with social media skills in the UK 2013
- Perception of companies' responses to complaints on social media in the UK 2015
- FITUR 2017: breakdown of followers by social network
- Success of online communication measures of B2B companies in Germany 2014
- Vietnam: number of Facebook users 2017-2023
- Finland: frequency of experiences of social media or email accounts being hacked 2017
Studies
- Customer service in the U.S.
- Online recruiting and social media
- 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
- Knowlagent contact center productivity survey 2011
Statistics on "Social media marketing"
- Revenue of selected social media companies from 2014 to 2018 (in million U.S. dollars)
- Revenue per visit (RPV) of selected social media platform referrers as of 3rd quarter 2014 and 2015 (in U.S. dollars)
- Social advertising spending worldwide from 2014 to 2016 (in billion U.S. dollars)
- Social media advertising spending in selected countries worldwide in 2018 (in million U.S. dollars)
- Digital marketing spending in the United States from 2014 to 2019, by segment (in billion U.S. dollars)
- Social media advertising spending in the United States from 2012 to 2019, by type (in billion U.S. dollars)
- Social media advertising spending in the United States from 2017 to 2023, by device (in million U.S. dollars)
- Average social media advertising spending per internet user in the United States from 2017 to 2023 (in U.S. dollars)
- Advertising revenues of selected social networks in the United States from 2015 to 2018 (in million U.S. dollars)
- Length of time global marketers have been using social media marketing as of January 2018
- Leading social media platforms used by marketers worldwide as of January 2019
- Most important social media platforms for marketers worldwide as of January 2019
- Amount of time spent by marketers on social media marketing per week from 2011 to 2017
- Planned changes in future use of selected social media for marketing purposes worldwide as of January 2019
- Leading advertising / promotion media among small and medium-sized businesses (SMBs) in the United States as of 3rd quarter 2017
- Marketing implementation of social media advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016
- Entities responsible for social media accounts management of small businesses in the United States as of February 2017
- Weekly time spent on social media marketing among small business in the United States as of February 2017
- Most in-demand agency services among companies in the United States as of April 2016
- Digital marketing tactics most difficult to execute worldwide in March 2016
- Likelihood of using selected social networks in client campaigns according to advertising agencies in the United States as of 2nd quarter 2017
- Leading channels, technologies and services marketers are planning to invest in as of December 2016
- Share of digital marketing budgets devoted to social media marketing according to marketers in the United States from 2013 to 2016
- Leading paid social properties used for promotion and advertising worldwide in 2016
- Leading digital marketing activities used by agencies and marketers worldwide in 2016
- Channels for which B2B ad buyers purchased ads programmatically in the United States as of October 2017
- Most effective digital marketing techniques according to marketers worldwide in 2018
- View of selected media channels profitability according to marketing professionals in the United States as of August 2016
- Perceived level of ROI generated by selected digital marketing channels according to marketers worldwide as of June 2017
- Median ROI generated by selected direct marketing channels according to marketers worldwide as of June 2017
- Share of global marketers who believe they are able to measure their social media marketing ROI as of January 2019
- Leading benefits of using social media for marketing purposes worldwide as of January 2019
- Share of global marketers who agree that social media is important to their business as of January 2017
- Social media trends expected to have the biggest effect on marketing strategies in the following year according to marketers in the United States as of September 2017
- Most valuable content marketing types for moving prospects through the sales funnel according to B2B marketers in the United States as of July 2017
- Product brands with the most Facebook fans as of September 2019 (in millions)
- Leading brands on Twitter as of June 2018, by followers (in millions)
- Leading brands ranked by number of Instagram followers as of December 2017 (in millions)
- Most popular retailers on Pinterest as of March 2018, based on number of followers (in millions)
- Leading industries of U.S. brands on social media in 2018, by share of voice
- Average social brand video view duration as of March 2017, by vertical (in seconds)
- Average social media response rate of brands in the United States as of 3rd quarter 2017, by vertical
- Average number of daily brand posts on Facebook as of July 2018, by vertical
- Average number of daily brand posts on Twitter as of July 2018, by vertical
- Perceived relevance of advertising in selected media among consumers worldwide as of October 2017
- Leading ways consumers prefer to be contacted by brands in the United States as of June 2018
- Share of consumers who have purchased products after seeing an ad on social media in the Unites States as of September 2017
- Share of consumers who have purchased products after seeing an ad on social media in the United States as of September 2017, by income
- Share of consumers who have purchased products after seeing an ad on social media in the United States as of September 2017, by ethnicity
- Primary attitude of internet users in the United States toward select brand behaviors on social media as of April 2017
- Share of consumers who found Facebook advertising to be helpful in the United States as of May 2017
- Share of consumers who felt annoyed by Facebook advertising in the United States as of May 2017
- Share of consumers who found YouTube advertising videos to be helpful in the United States as of May 2017
- Share of consumers who felt annoyed by YouTube advertising videos in the United States as of May 2017
- Share of teenagers who believe there are too many ads on selected social media in the United States as of January 2017
- Actions taken by internet users in the United States if a brand ignores or reacts poorly to their complaint on social media as of July 2017
- Reasons for users in the United States to unfollow brand pages on social media as of January 2017, by age group
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
- In the past year, have you utilized social media to get a customer service response?
- 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?
- 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?
- Which of the following are reasons you use social media when it comes to customer service?*
- Share of municipalities using Twitter, Facebook and Whatsapp for online customer support in the Netherlands in the 2nd quarter of 2016, by social medium
- Share of firms reporting ease or difficulty in recruiting big data staff with social media skills in the United Kingdom (UK) in 2013
- 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"
- Number of followers of the International Tourism Fair FITUR 2017, by social network
- Which online communication measures are most successful in your opinion?
- Number of Facebook users in Vietnam from 2017 to 2023 (in millions)
- How often has your social media or email account been hacked?
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