UK social media complaints rise eight-fold

UK — One in four social media users in the UK have used social platforms to make a complaint in the last three months, according to a report from The Institute of Customer Service.

Res_4013312_dislike

This is an eight-fold increase on the 3% of consumers indicating that they had used social media to complain in January 2014 (according to the UK Customer Satisfaction Index).

The report, Service Goes Social, based on the views of 2,195 consumers and 12 interviews with senior customer service executives, revealed that 39% of consumers actively gave feedback on the organisations they buy from. Customers aged 45-54 were the most likely to share their experiences of an organisation through social media, followed closely by 18-24 year olds.

“We have reached a point where social media is not just a necessary component of a credible customer service strategy but one which offers powerful insights that drive better innovation, co-creation and collaboration,” said Jo Causon, CEO of The Institute of Customer Service.

“To make this a reality, social media needs to be a central part of a coherent, sustained and long-term focus on customer service strategy, something that many organisations are yet to do.”

More information on the report can be found here.

We hope you enjoyed this article.
Research Live is published by MRS.

The Market Research Society (MRS) exists to promote and protect the research sector, showcasing how research delivers impact for businesses and government.

Members of MRS enjoy many benefits including tailoured policy guidance, discounts on training and conferences, and access to member-only content.

For example, there's an archive of winning case studies from over a decade of MRS Awards.

Find out more about the benefits of joining MRS here.

0 Comments


Display name

Email

Join the discussion

Newsletter
Stay connected with the latest insights and trends...
Sign Up
Latest From MRS

Our latest training courses

Our new 2025 training programme is now launched as part of the development offered within the MRS Global Insight Academy

See all training

Specialist conferences

Our one-day conferences cover topics including CX and UX, Semiotics, B2B, Finance, AI and Leaders' Forums.

See all conferences

MRS reports on AI

MRS has published a three-part series on how generative AI is impacting the research sector, including synthetic respondents and challenges to adoption.

See the reports

Progress faster...
with MRS 
membership

Mentoring

CPD/recognition

Webinars

Codeline

Discounts