72% of customers expect complaints on Twitter to be answered in one hour | Public Relations & Social Marketing Insight | Scoop.it
From econsultancy.com - November 8, 2013 2:12 AM

53% of customers who ask a brand a question on Twitter expect a response within one hour.However, if a customer makes a complaint to a brand using Twitter, that figure goes up to 72%.These stats come from the latest research by Lithium Technologies and perhaps contradicts the previously held notion that just 11% of people expect to receive customer service via social media....