This study explores the relationship between the cognitive complexity of user inquiries and the quality of operator responses in social media. The research is based on an analysis of 2,498 user inquiries related to housing and utility issues, published on vk.com and ok.ru. Cognitive complexity of inquires was assessed using linguistic metrics, including the Gunning Fog Index, average word length, lexical and part-of-speech diversity coefficients. Based on these metrics, the texts were classified according to complexity levels. Regression analysis revealed significant associations between cognitive complexity of inquiries and operator response quality. ANOVA and post-hoc analysis demonstrated that inquiries with short words but complex grammatical structures were more likely to result in low-quality responses. These findings contribute to a better understanding of how inquiry complexity affects communication efficiency in digital environments and can inform the development of automation strategies and user service improvements.