Our recent study revealed that 87% of consumers find banks' use of social media annoying, boring, or unhelpful, visit http://carlisleandgallagher.com/lp/customer-complaint.html for more information.

1. “
Banking customers
hesitate to publicly
discuss complaints
about their financial institution
of consumers would
never use a social
media channel to
solve a problem
with their bank
of consumers find banks use of social media is
ANNOYING, BORING OR
UNHELPFUL
of consumers believe
banks use of social
media is ineffective
90%
prefer to discuss their problems
IN PRIVATE
with their bank
In today’s world of
instant gratification,
customer demands will
continue to increase and
it is the financial
institution’s responsibility
to anticipate and to plan
for that demand. Social
media serves as the
bellwether in customer
care, enabling intimate
and yet public
conversations between
customers and their
banks.”
- Dr. Patricia A. Sahm, Customer Experience & Channels Practice Lead for Carlisle & Gallagher Consulting Group
CG’s national consumer survey finds that
68%
52%
87%
Social Media
Channels
Consumers
Are Using
Banks be prepared
for the 1 in 3 who
would use social
media to complain
Facebook
Twitter
LinkedIn
Blog
Other
6%
54%
18%
12%
10%
#cginsight
STUDY: Are Two Calls Too Many in the Eyes of the Customer? | © 2014 Carlisle & Gallagher Consulting Group. All Rights Reserved.
National consumer survey of 1,002 U.S. consumers online in September 2013.