- 57% of customers think that a brand’s customer service response time should be the same on the weekdays and weekends.
- 32% of customers said that they expect a response from a brand within 30 minutes.
- 53% of people who engage with a brand on Twitter expect a response in 1 hour or less.
- 72% of customers said that they expect a response from a brand within an hour if they have a question or complaint.
- 38% of people reported having negative sentiments towards a brand who didn’t give them a timely response to their customer service issue on social media.
- 40% of customers who weren’t able to get their issue resolved ended up calling the company.
- 36% of customers said that they were able to get their issue resolved quickly.
- 62% of brands are replying to questions and comments on social media in 2013 opposed to 30% in 2012.
- 24 hours was the average Facebook response time of the Top 100 U.S. Retailers.
- 11 hours and 15 minutes was the average Twitter response time of the Top 100 U.S. Retailers.