Is social media a right platform for consumer complaints?

Yesterday I happened to see an academician posting a grievance about the bad delivery of a service in the social media and it encouraged me to contemplate over ‘Is social media a right platform for consumer complaints?’ Increasingly, platforms such as Facebook and Twitter is being viewed as the perfect vehicles for customers to escalate complaints. There is an eight-fold increase in social media complaints from 2014 and it depicts the public interest in complaining online.  Businesses are massively affected by these online complaints, sometimes the hoaxes.   I am just curious to know about your perspectives on the reasons behind people’s preference to publish complaints on social media despite a consumer complaint cell in India?  Read More

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