Key stat: 31% of US adults say poor customer service while trying to resolve a problem is the most likely reason they would post publicly about a brand, more than double the 14% who would post about paying for expedited shipping that never showed up, according to a March survey from Radial.

Beyond the chart:

• Responsiveness pays off well before a complaint goes public. Some 86% of consumers in the US and UK are more likely to buy from a brand that replies quickly on social, up from 58% a year earlier, and 57%, according to Emplifi.
• Marketers are looking the other way. Social media users rank personalized customer service as their second-highest priority for brands, a priority that does not crack marketers' top list at all, according to Sprout Social.

Use this chart: Drop this in your post-purchase review to show where reputational risk actually sits. Use it to argue that support staffing and resolution speed deserve the same scrutiny as delivery windows, and show it to leadership when social complaints spike after a fulfillment miss.

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