An increasing number of disgruntled customers are airing their complaints through social media, according to a new survey from the Office of Fair Trading (UK).
The government watchdog found that:
- A third of all customers surveyed would use the internet to make their feelings known, rather than complaining directly to the company
- A total of more than 80 per cent of respondents also said that they would tell their friends and family not to deal with a company if they receive poor service
Sites like Facebook are particularly popular with unhappy customers, but brands have increasingly been drawn to Twitter as a means of controlling complaints. Many companies now monitor what people are saying about them online in an effort to respond quickly and limit damage.
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Customers are airing their complaints through social media — http://www.torbenrick.eu/t/r/lvi
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