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RESEARCH, ANALYSIS & TRENDS

depending on the feedback channel used. Overall, 80% popular platform for positive feedback, with 28% opting
of consumers want feedback within 24 hours - with just for this platform. When it comes to sharing negative
under two-thirds (62%) saying it is received within this feedback, phones are the preferred platform after email
timeframe. (18%).
“Customers’ expectations for the time organizations
With social media being entwined into consumers’ take to respond to their feedback largely differ by
lifestyles today, it has emerged as a popular tool for industry. This could be due to preconceptions about the
customers to provide feedback. LinkedIn and Instagram service standards of the industry and also, the value of
should be consumers’ preferred feedback channel as the product and service, as evidenced by 87% and
this is where brands are most likely to respond within a 85% of consumers expecting phone service providers
24-hour time frame (90% and 77% respectively). and airlines respectively to respond within 24 hours,
Facebook was found to be the least likely platform to while only 70% expecting the same from government
respond within 24 hours (69%). However, this is likely agencies,” added Foo. ◊
down to the sheer volume of feedback through the
platform. By MediaBUZZ
Away from social media, email is the preferred option
among consumers for sharing positive (39%) and
negative (40%) feedback. Online reviews are also a

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