on: social customer service

The IAB and Lightspeed Research conducted a detailed study into what social network users expect in terms of online customer service – with 45% of respondents having complained online compared with 36% who have complained by phone – showing that the internet is the most common place to complain. It seems that younger people are more determined to receive a quick response – 19% of the 18-34 demographic want a response within an hour, although most people are happy as long as they receive a response within 24 hours.