Industry Research : Dutch Consumers Shun Social Media for Customer Service
Dutch consumers prefer direct contact with their mobile provider for customer service, rather than using social media, according to a survey by Telecompaper.
Just over half (55%) of the 5,700 consumers surveyed said they prefer to contact the customer service over the phone, and 43 percent said they favour contact over email. Chat, apps or social media were much less popular, although chat did increase to 11 percent of consumers from 7 percent a year ago. While social media was in general not very popular, it was growing in preference among younger age groups.
Only 5 percent of the total population was interested in using social media for customer service, but this increased to 8 percent among 12-29 year-olds. Young people also appreciated provider apps and messaging apps, while older people preferred service in a shop.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 2, 2013