When it comes to complaining about products or services on social media, restaurants are taking a large brunt of consumers gripes according to a new survey by InsightsWest.
One third of Canadians (33%) have recently used Facebook to complain about a business related issue on social media recently, and 82% of those complaints were directed at restaurants. Twitter came in second at 17% concerning preferred choice of negative feedback.
Ian Tostenson, the president and chief executive officer for the BC Restaurant and Food Services Association said the community is obviously aware of the rise in online complaints over the past few years, however isn’t too concerned about it.
“I’m not surprised, restaurants are a very visible part of our lives and people do like to write reviews about restaurants, and in a way it is healthy,” he said. “I think the majority of the people realize that if they read a bad review it doesn’t mean the restaurant is bad. They probably just had a bad server that time, or the food wasn't properly prepared, but I think most of the time we get it right. Ninety nine percent of the time we’re getting it right, and some of these are just one-time experiences.”
Business are also having a hard time engaging social media users as well, as only 5% of respondents said they interact with a company’s social media account on a regular basis. Only 16% of Canadians have liked or followed a company on Facebook, while less than one in ten have done so using any other platform.
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