Consumer Reports studies: Consumers have changed the way they communicate with companies that provide unsatisfactory service. According to the January 2020 issue of Consumer Reports, those under 25 years old are most likely to communicate through social media (32.3%); those age 25 to 34 are most likely to email (22.6%); while those age 35 to 54 (51.1%) and those over age 55 (90%) are both most likely to call.

For those over age 55, 6.6% will email complaints while only 1.4% will use a virtual assistant, .8% will use social media or a mobile app and only .5% will turn to instant messaging.

For those under 25, 27.1% will use a mobile app, 18.1% will use instant messaging, 10.3% will call, 6.6% will email and 5.5% will use a virtual assistant.

For consumers age 25 to 34, 22.3% will use a mobile app, 20.4% will instant message and 15.8% will opt to pick up the phone and call in a complaint to a company.

For those age 35 to 54, 34.2% will email and 5.8% will use a mobile app, while 5.4% will opt for instant messaging and 1.7% decide to turn to social media to share their complaints.

Meanwhile, Consumer Reports found that when something goes wrong, consumers typically want the following:

87% want to be treated with dignity

79% want to receive an assurance the problem won’t be repeated

76% want to have their product repaired or service fixed

71% want the offending company to see things from the customer’s perspective

68% want an explanation of why the problem occurred

64% want to be thanked for their business

60% want an apology

54% want a refund

49% want someone to hear their story/want their anger to be heard

38% want a free product or service in the future

38% want financial compensation for time lost, inconvenience or injury

19% want revenge.