The State of Customer Service in 2015

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One-third of consumers who contact a brand on social media with a customer service issue never get a response, according to a recent report from the Northridge Group.

The report was based on data from a survey conducted in March 2015 of 1,017 adults in the United States. Consumers were polled on their expectations and experiences with customer service problems and inquiries in the past year.

When consumers do get a response on social media about a customer service issue, the answer comes from the brand within an hour only 38% of the time.

Some 42% of respondents say they expect a response from companies on social media within an hour.



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