Top 10 UK Retailers Twitter Response Times
Are the companies that you deal with on a daily basis up to speed with social media? More to the point how does your business handle social media and are you ready to respond to your customers?
Multichannel management company Veeqo decided to put ten of the countries top retailers to the test and see how their social media customer service ranked in comparison to their peers.
Veeko sent three tweets: “Do you do free delivery?”; “Do you stock X product in X store?”; and “What time are you open til today?”. They then measured response times, friendliness and helpfulness to rank the retailers.
Here’s their findings in an infographic, but visit the Veeqo blog for a ton more information on how the experiment went.
Its interesting that customers are twice as likely to share bad experiences as they are good experiences. In recent years with the advent of social media it does feel like there has been a certain empowerment of customers – if they get poor customer service they let everyone know about it and the company involved usually goes out of their to compensate the customer so they don’t look so bad.