top 10 uk retailers twitter response times
TRANSCRIPT
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
Veeqo provide inventory management software for retailers who sell on multiple platforms.
Free 14 day trial @ www.veeqo.com
