- The average time wasted on one complaint is an hour and four minutes, and 71 percent of U.S. consumers have lodged a complaint in the past three years.
- Sixty-nine percent of consumers had to report their complaint multiple times. Getting a problem resolved took an average of three attempts.
- Thirty-three percent use e-mail to file a complaint, while 39 percent make a phone call.
- Only 7 percent voice their complaints on social media sites such as Facebook, Twitter or Yelp.
I was surprised by the social media findings. Other surveys seem to indicate that social media is becoming more popular as an outlet for customer service complaints. Even at 7 percent, however, it is a case of the “squeaky wheels that get the oil.” Companies are aware that customers who voice their opinions in such a public forum influence their friends and followers, and at times, the general public. I believe the numbers are on the rise as consumers become better educated on how to use social media to be heard and get their problems resolved.