One-third of consumers who contact a brand on social media with a customer service issue never get a response, according to a recent report from the Northridge Group.

The report was based on data from a survey conducted in March 2015 of 1,017 adults in the United States. Consumers were polled on their expectations and experiences with customer service problems and inquiries in the past year.

When consumers do get a response on social media about a customer service issue, the answer comes from the brand within an hour only 38% of the time.

Some 42% of respondents say they expect a response from companies on social media within an hour.

Below, additional key findings from the report.

Preferences

Half of respondents say the phone is their preferred method for contacting companies with customer service issues or inquiries; 27% of customers prefer email, and 14% favor online chats.

Satisfaction

Respondents say phone and online chat are the customer support channels that most often meet their expectations.

Social media and written letters are the customer support channels that most often do not meet expectations.

Resolution

When people contact brands via phone, their issues are resolved 54% of the time, the highest percentage of any customer service channel; social media has the lowest rate of issue resolution (13%).

About the research: The report was based on data from a survey conducted in March 2015 of 1,017 adults in the United States.

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ABOUT THE AUTHOR
image of Ayaz Nanji

Ayaz Nanji is a digital strategist and a co-founder of ICW Media, a marketing agency specializing in content and social media services for tech firms. He is also a research writer for MarketingProfs. He has worked for Google/YouTube, the Travel Channel, AOL, and the New York Times.

LinkedIn: Ayaz Nanji

Twitter: @ayaznanji