Despite growth in the use of sites such as Twitter and Facebook as social media marketing tools – aimed at increasing conversation between consumers and brands – a recent survey has displayed that consumer complaints on social media sites are being ignored, according to an article published by CorpComms Magazine.
Carried out by Conversocial, the survey found that complaints or questions tended to be dealt with either offline or in a manner in which members of the public could not view the response.
Whilst this approach may ultimately resolve the problem, it doesn’t provide any evidence – that can be viewed publicly – to show that the complaint has been appropriately dealt with.
Conversocial claim in their report that the businesses performing the best were the ones keeping the majority of discussion on their social media pages.
The survey also revealed that Next were the best retailer for responding to complaints or queries – clocking in an impressive average response time of under an hour.
In their report, Conversocial state: “If you don’t want a two-way conversation, you shouldn’t be on Facebook.”
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