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Leading social media used for customer service in the Netherlands in 2018
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Leading social media used for customer service in the Netherlands in 2018
Through which social media can the customer contact your organization?*
This statistic shows the results of a survey question on which social media are used by profit and non-profit organizations for customer services in the Netherlands in 2018. The respondents indicated that Facebook and Twitter were the most popular channels for digital human-to-human communication. Instagram, LinkedIn and WhatsApp were other ways used to communicate with customers.
As of 2018, roughly 90 percent of Millennials in the Netherlands indicated they actively make use of WhatsApp. WhatsApp and Facebook remain the two most popular online social platforms in the Netherlands, with more than ten million users each.
Through which social media can the customer contact your organization?*
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This statistic shows the results of a survey question on which social media are used by profit and non-profit organizations for customer services in the Netherlands in 2018. The respondents indicated that Facebook and Twitter were the most popular channels for digital human-to-human communication. Instagram, LinkedIn and WhatsApp were other ways used to communicate with customers.
As of 2018, roughly 90 percent of Millennials in the Netherlands indicated they actively make use of WhatsApp. WhatsApp and Facebook remain the two most popular online social platforms in the Netherlands, with more than ten million users each.
Show moreAs of 2018, roughly 90 percent of Millennials in the Netherlands indicated they actively make use of WhatsApp. WhatsApp and Facebook remain the two most popular online social platforms in the Netherlands, with more than ten million users each.
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- Release date
- September 2018
- Region
- Netherlands
- Survey time period
- May 16, 2018, to June 8, 2018
- Number of respondents
- 342 respondents
- Special properties
- webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.
- Method of interview
- Telephone interviews and online survey
- Supplementary notes
- * This question was phrased by the source as follows: "Via welke social media kan de klant contact opnemen met de organisatie?" (in English: "Through which social media can the customer contact your organization?")
Source
- Show sources information
- Show publisher information
- Release date
- September 2018
More information
- Region
- Netherlands
- Survey time period
- May 16, 2018, to June 8, 2018
- Number of respondents
- 342 respondents
- Special properties
- webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.
- Method of interview
- Telephone interviews and online survey
- Supplementary notes
- * This question was phrased by the source as follows: "Via welke social media kan de klant contact opnemen met de organisatie?" (in English: "Through which social media can the customer contact your organization?")
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Statistics on "Messaging apps in the Benelux region"
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- Daily internet usage rate (for personal reasons) in Belgium in 2017, by age group*Daily internet usage in Belgium 2017, by age group
- Share of the population that made a phone call via the Internet in Belgium from 2010 to 2017*Share of the population that made a phone call via the Internet in Belgium 2010-2017
- Smartphone penetration rate in the Netherlands from 2014 to 2018Smartphone penetration in the Netherlands 2014-2018
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The most important statistics
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- WhatsApp, Facebook, Instagram, Snapchat and Twitter usage of 18 to 21 year olds in the Netherlands in 2018Most popular social media platforms amongst 18-21 year olds in the Netherlands 2018
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- Chatbots and customer support
The most important statistics
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- To what extent do you agree with the following: in 5 years robots will be able to respond better than people*Opinion on future of online customer support by robots in the Netherlands 2016
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Statistics on "Messaging apps in the Benelux region"
- Total number of Internet users in Belgium, Luxembourg and the Netherlands from 2017 to 2019 (in millions)
- Total number of mobile connections in Belgium, Luxembourg and the Netherlands from 2017 to 2019 (in millions)
- How frequently do you use a smartphone?*
- Daily internet usage rate (for personal reasons) in Belgium in 2017, by age group*
- Share of the population that made a phone call via the Internet in Belgium from 2010 to 2017*
- Smartphone penetration rate in the Netherlands from 2014 to 2018
- Daily internet usage rate (for personal reasons) in the Netherlands in 2017, by age group*
- Which online social network activities have you engaged in over the past 3 months?*
- Below is a list of apps which you may have on your mobile phone. Please state which you use on a daily basis
- Below is a list of apps which you may have on your mobile phone. Please state which you use on a daily basis
- Leading mobile communication apps in the Google Play Store in Belgium in October 2018, by number of downloads (in 1,000s)
- Distribution of total number of users of Facebook Messenger in Belgium as of January 2019, by age group and gender
- Share of respondents using WhatsApp on a daily basis in Belgium as of 2017, by age group
- Among the following social media platforms, which ones do you use?*
- Distribution of total number of users of Facebook Messenger in Luxembourg as of January 2019, by age group and gender
- Smartphone apps with the highest reach in the Netherlands as of 2018*
- Which social media platforms do you use?*
- Installed base of WhatsApp, Facebook Messenger, Snapchat and Skype in the Netherlands as of April 2018 (in millions)
- WhatsApp, Facebook, Instagram, Snapchat and Twitter usage of 18 to 21 year olds in the Netherlands in 2018
- Millennial WhatsApp, Facebook, Instagram, LinkedIn and Snapchat usage in the Netherlands in 2018
- WhatsApp, Facebook, LinkedIn, Instagram and Pinterest usage of 37 to 56 year olds in the Netherlands in 2018
- Facebook, WhatsApp, LinkedIn, Instagram and Pinterest usage of 57 to 72 year olds in the Netherlands in 2018
- Total number of users of WhatsApp in the Netherlands from 2016 to 2019 (in millions)
- Share of respondents using WhatsApp in the Netherlands from 2016 to 2018, by age group
- Monthly reach of WhatsApp in the Netherlands from July 2017 to January 2019, by device (in 1,000s)
- Monthly reach of WhatsApp in the Netherlands from July 2017 to January 2019, by device
- Distribution of total number of users of Facebook Messenger in the Netherlands as of January 2019, by age group and gender
- Do you use a robot or system for automated answers for online customer support?*
- Through which social media can the customer contact your organization?*
- On which channels does the organization use Artificial Intelligence (AI)?*
- What is your opinion about chatting with a virtual assistant?
- To what extent do you agree with the following: in 5 years robots will be able to respond better than people*
- Through which of the following types of self service can the customer contact your organization?*
- Which KPIs do you use to measure the effect of digital customer service?*
- Which kind(s) of AI does your organization use in digital customer service?*
- Do you consult internally available information about the customer before answering?*
- Which platforms or social media are used for online customer support?*
- On which of the following social media platform would you be okay with seeing advertising?
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- Which of the following incentives would encourage you to answer the questions of other users on a regular basis?
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- Leading fears when contacting customer support of adults in the United States in 2018
- Importance of store personnel in the purchase of children's products in Spain in 2015
- Sales revenue of the contact center and CRM solution market in Japan from fiscal year 2013 to 2018 (in billion Japanese Yen)
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