Survey on Facebook as a Social CRM Channel

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Survey on Facebook as a Social CRM Channel

  1. 1. “I love Facebook and would use it…to do everything you have listed, except pay a bill.”“Social media is no place for business to nag me.” “If I’m going to complain, I want to talk to someone.” BillingViews . Social CRM Series: Facebook CRM Attitudes Survey . www.billingviews.com “I would interact with my communications provider on Facebook to…” Survey Panel recommend their services. 60% 100 Consumers complain publicly. 58% 50 Men resolve a problem. 45% 50 Women none of the above. 27% All professionals in buy something. 13% technology-related disciplines pay a bill. 6% all 0% 10% 20% 30% 40% 50% 60% 70% “I wouldn’t pay for anything on Facebook!” “I’d complain and get a problem solved, but never buy something or pay a bill on Facebook.” “I don’t think I trust the security of Facebook to store credit cards ...” “When it comes to money, I don’t think you can trust Facebook.” “I pay bills online, but I don’t trust Facebook.” “I would buy with good recommendations or a deal unique to the channel.” recommend their services. 56% recommend their services. 64% complain publicly. 58% complain publicly. 58% resolve a problem. 36% resolve a problem. 54% none of the above. 32% none of the above. 22% buy something. 12% buy something. 14% “I quit Facebook!” pay a bill. 8% pay a bill. 4% men women 0% 10% 20% 30% 40% 50% 60% 70% 0% 10% 20% 30% 40% 50% 60% 70% “My cell provider can’t even take payments on their own website, so I wouldn’t go to Facebook for that.” “I don’t feel it (Facebook) is secure enough to actually execute a business transaction.” www.billingviews.com

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