top 10 uk retailers twitter response times

Top 10 UK Retailers Twitter Response

Times

Four members of our team. Three requests. Three times in the day. One week.

But first..

Why is Social Media important for customer

service?89% of customers are ‘more satisfied’ when they get an answer online

53% of customers who ask a brand a question via Twitter expect a response within 1 hour

Why is Social Media important for customer

service?Over 1 million people view tweets about customer service every week

Only 36% of people report having issues solved quickly & effectively

Now to the experiment...

After scouring through lists, we decided on our final 10 to

test

We sent the following tweets

1.Do you do free delivery?

2. Do you stock X product in X store?

3. What time are you open till today?

We sent the tweets at three different times in the day - morning, afternoon and evening.

We then recorded the time in which it took them to respond and also graded them on:

- Most Friendly- Most Informative- Most Helpful

Here are the results.

Starting in 10th place...

10.

Failed the experiment. They didn’t reply to one of our 3 tweets. Shame on you John Lewis.

9.

9 Hours and 3 minutes

8.

2 Hours and 55 minutes

Over 6 hours quicker than The Co-Op

7.

1 Hour and 36 minutes

The lowest ranked supermarket chain

6.

1 Hour and 22 minutes

M & S were awarded Most Informative as they always provided links within their replies...

5.

1 Hour and 9 minutes

4.

34 minutes

The first retailer under the hour mark

3.

20 minutes

Morrisons were awarded Most Friendly, always leaving a name and a smiley face...

2.

14 minutes

and the winner is...

1.

9 minutes

B&Q were awarded Most Helpful as well, always asking follow up questions

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