Netherlands: social media customer service 2018

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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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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