31% of French consumers are complaining more now that they have access to social media, but research suggests their complaints are falling on deaf ears.
Ahead of next week’s conference – The Social Customer 2012 – in Paris, we’ve put together this handy infographic to give an overview of social customer service in France.
It seems that French consumers have certainly found their voice on social platforms. According to The Eptica Multichannel Customer Service Study 2012, almost a third (31%) of French consumers are complaining more through social channels, which is significantly more than the UK (26%). However, in their study of 2000 consumers in France and the UK, Eptica also found that 83% of consumers were unsatisfied with the response they got and 17.5% did not receive a response at all.
Banks had the roughest time of it in France with a 24% share of complaints, followed by mobile phone networks with 20%. In the UK, retail was the most complained about industry (21%) followed by banks (19%).
Although social customer service is still in its infancy, research by Expion has found that Paris based airline Air France-KLM is setting the standard globally. Their average first response time to customer posts on Facebook is only 24 minutes and their total response rate is as high as 92%. It’s clear that social media is central to their customer service efforts.
Join is at The Social Customer 2012 Paris on November 29th to hear how the world’s leading brands are using social customer service.