Social CRM Survey Finds Consumers Don’t Trust Facebook with Money

BillingViews Facebook Survey Infographic

A recent survey conducted by BillingViews ( found that 87 percent of tech-savvy consumers would not buy anything through Facebook.

BillingViews Facebook Survey Infographic

We set out to find attitudes on the use of Social CRM by communications providers, and were met with this consistent sentiment of distrust toward Facebook when it comes to money. This study suggests that Facebook has work to do to convince consumers that it will protect their personal financial information and transactions.

That’s no small mountain to climb in an era of online fraud, rampant hacking attacks, and explosive growth in online and mobile payment use among consumers.

Additional findings from the survey include:
• 60 percent of those surveyed would recommend a communications provider’s services on Facebook, though women were more likely to do so than men.
• 58 percent of respondents, and an equal number of men and women, said they would use Facebook to complain publicly about their communications providers.
• 45 percent of respondents said they would use Facebook as a means to interact with their communications providers to solve a problem, though women were more likely to do so.
• 27 percent of respondents, a majority of which were men, said they would not use Facebook to interact with their communications providers.

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About Edward Finegold 122 Articles
Ed is now Director, Strategy for NetCracker. Previously, for 15 years he was a reporter, analyst and consultant focused on the OSS/BSS industry and a regular contributor to BillingViews.

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