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.

Sign up for free to read the full article.

Take the first step (it's free).

Already a registered user? Sign in now.


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