Benchmark your social media customer service efforts, how good are you?

Good benchmarks on social media are few and far between. Good social customer service insights are an even rarer breed. We’ve compiled 14 of the most important just for you.

And…we’ve made it very easy. Below are 14 bite size highlights of the latest social media research. Better still, they are in 140 characters or less, so share those insights!

1)       80% of companies plan on using social media for customer service delivery by the end of 2012
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2)      62% of consumers have already used social media for customer service issues with this number set to grow Tweet to @iftweeter

3)      79% of corporate accounts attempt to engage on Twitter with re-tweets and @-mentions
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4)      70% of corporate Facebook pages respond to comments on their walls and timeline
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5)      86% of consumers stated they love to be contacted by companies via Twitter
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6)      64.9% of 55 and over year olds expect a company to read their tweet
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7)      Only 38.4% of 18-24 year olds expect a company to read their tweet
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8)      71% of customers have been ignored when making a complaint through twitter
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9)   John Lewis are 32% faster than other brands at responding on twitter according to Brandwatch with a response time of 3 hr & 23 m
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10)   36% of online respondents who interact with brands on the Internet do so to complain
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11)   27% of UK adults online interact with brands on the Internet at least once a month
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12)   44% of respondents who interact with brands on the Internet use online interactions to request information Tweet to @iftweeter

13)   26% of UK adults online share information about things they buy online
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14)   19% of UK adults online discuss what they think about brands Tweet to @iftweeter

Does anything surprise you?

 

This entry was posted on Wednesday, September 19th, 2012 at 9:21 am by immediate future and is filed under Social Customer Service, Social Media, with tags . You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.