An October 2011 study conducted by Conversocial, a London-based software company specializing in social networking, found that many companies are failing to respond to consumer complaints aired online. Specifically, Costco, Kmart and Kroger missed 100% of their consumers’ complaints on social networking sites during September 2011, and Wal-Mart ignored 40% of complaints. Out of the 10 major retailers examined over a five-day period in September, only Safeway excelled by responding to nearly all complaints on its Facebook page. READ MORE
