On Twitter, 64% of users expect a response within 24 hours, and 73% say the brands they contacted responded within that timeframe. And among those who sent feedback using LinkedIn, 57% said they expected a response within a day, and 89% said they actually received one. It's important to note, however, that volume can play a significant role in response times, as companies receive only a tenth of the interactions on LinkedIn that they do on Facebook.
It's not just the channel chosen that matters, but also how the comment is left. Brands tend to respond especially if the feedback content is truly actionable. For example, in buy bulk sms service the case of a complaint or problem, the message should be clear and concise. For questions or requests, however, it's important that they aren't lost in the comment. Anything, whether positive or negative, that happened during a specific event should be detailed. In these cases, the more specific you are, the greater the likelihood that the organization will act on the feedback received.
It's always in a company's best interest to respond to a comment. Listening to a customer is an important way to receive feedback and improve your service; these insights are truly valuable. If you think about it, companies and customer service are made up of people who may have had a busy day, be under stress, or have a personal problem. While it's not the customers' job to ensure these people are doing their job properly and what their mood is, it's certainly possible to write a clear message.
Market data
A brand's industry makes a difference. The Qualtrics study found that every industry has different response times. Within a 24-hour time limit, for example, respondents noted that government agencies and service providers responded within a day only 36% of the time. Respondents rated retailers slightly higher, receiving a response within a day 59% of the time. Airlines, restaurants, and financial services providers all reported a 24-hour response rate two-thirds of the time. Finally, telephone companies ranked highest; respondents reported receiving a response from a telephone provider within 24 hours 76% of the time.
The gap between companies' response times and customers' expectations is very wide: although only 52% of respondents expect public agencies to respond within 24 hours, this category represents the one with the largest gap between what customers expect and what they actually receive. The smallest gap? It's found in the case of airlines, where 73% of people expect quick responses compared to 67% who actually receive them.