Britons complain more through social media

As social media becomes an increasingly common place for British customers to make complaints and communicate with companies, it seems the firms are not doing very well at listening.

Results of the 2012 Eptica Social Customer Service Study found that 17.5% of all complaints made to companies via Twitter are not answered, while 83% of complainers are unhappy with the response they are given.

Despite this, more than one in four (26%) Brits have upped the amount they complain to companies since social media became an option.

Around 22% of people who use social networks to complain to a company see it as a quicker way to get a response, but they may be misguided, as the research found that even simple questions often do not get an adequate response via social media, with 81% unhappy with the answer or response given.

Global marketing director of Eptica Dee Roche said while customers are "embracing" social media as a form of customer service, most companies are "deaf" to what is said.

Roche said that companies must "put in place a proper strategy for social customer service, before consumers vote with their feet".

The survey of 1,000 UK consumers found retailers get the most customer service requests at 21%, followed by banks (19%), with dealerships and garages some way further down that list.

Got a question for us?

If you require further assistance, our team of Customer Advisors are here to help. We're open six days a week - you can view our opening hours here - and we're more than happy to answer your questions.