Millions of retailers around the world maintain an active social media presence. But, how are they doing in terms of responding to people’s comments and questions on social media?

Sprout Social reports:

“Given that people are taking to Facebook and Twitter in droves to get answers about products and services, one might assume that retailers would allocate more resources to social customer care. In reality, retailers are choosing to ignore customers’ questions — answering only 1 in 6 messages promptly — while making the lucky few people who do get their attention wait an average of 12 hours for a response (up from 11 hours in 2014). This delay provides little relief during what is already a stressful time for many.”

Click the chart to read more.