According to a UK survey by Lightspeed Research, customers are now making complaints about brands more often on the web than on the phone. It is far more common among 18-34 year-olds to complain on Facebook than among older consumers (15% compared to 5% and 4%).
How do you normally make complaints about brands?
Consumers expect brands to respond quickly. 13% expect a reaction within an hour and 63% within a day or less (50 + 13%).
How quickly would you expect a brand to get back to you? (those who lodged a complaint online)