Private social media expectancy for customer service in the Netherlands in 2018

This statistic shows the results of a survey question on whether or not customer support teams in the Netherlands in 2018 expected private communication channels (such as WhatsApp and Facebook Messenger) to replace open channels (like Twitter and Facebook) in the future. The majority of the respondents indicated they did not believe this would happen.

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.

Do you agree with the following statement: "in three years time, webcare will only take place trough private channels (such as WhatsApp and Facebook Messenger)"*

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Source

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

Online survey

Supplementary notes

* This question was phrased by the source as follows: "Stelling: webcare zal over 3 jaar alleen nog op privékanalen plaatsvinden" (in English: "Statement: in three years time, webcare will only take place through private channels"). In addition, the source mentions WhatsApp and Facebook Messenger as examples of such private channels.

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