1) A survey found that most respondents would interact with their communications provider on Facebook to recommend their services or complain publicly, but fewer would use it to resolve problems, buy something, or pay a bill. 2) Respondents expressed distrust of using Facebook to store credit cards or execute financial transactions, citing security concerns. 3) While some respondents said they may buy something if there was a good deal or recommendation, most said they would not pay bills or make purchases directly on Facebook.

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