Twitter Service: Response Rates and Times for Top Brands With Dedicated Handles

March 26, 2014

This article is included in these additional categories:

Customer Service & Experience | Digital | Social Media | Top Brands

SimplyMeasured-Interbrand-100-Twitter-Customer-Service-Mar2014

    Source: Simply Measured [download page]

      Notes: Just 32 of the Interbrand 100 companies have a dedicated customer service handle on Twitter, representing only a small uptick from last year. Total mentions (excluding retweets) for these handles have increased by 44% year-over-year, and brands are responding in kind, with a 43% increase in response rates (to 60%). Average response time has slowed to more than 5-and-a-half hours, though, as a minority 47% responded within 4 hours in January.

        Related: Q4 2013 Social Care: Demand Greater on Twitter; Response More Likely on Facebook

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