According to a recent Nuance twitter study:
- 50 percent of respondents said that they have posted a negative comment on Facebook or other social media site after a bad phone experience with a customer service agent, while another 22 percent said that they hadn’t but would in the future.
- 83 percent of consumers believe that companies monitor social media outlets for customer comments, more than 60 percent claim that they never received a response from a company after they posted a negative comment about that company.
- 89 percent of respondents said that they would be impressed and would continue to do business with a company that responded to their negative comment as they would feel their business was valued.
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