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When consumers have an issue with a company that needs to be resolved, a leading 92% say that it’s important that their problem is taken seriously, according to a new study from Steven Van Belleghem, in association with SSI and No Problem. Right behind that, though, they want speed – with 9 in 10 saying that this is important. But expectations differ regarding how quickly issues are responded to when sorting by contact channel. Consumers hold their highest expectations for the phone, with 86% expecting a response within 4 hours when using it. However, 55% expect a response within 4 hours when using Facebook or Twitter. (more…)
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Consumers More Likely to Expect Quick Service Response Via Social Than Email
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