18 July 2012 - 12:39pm | posted by | 0 comments

Report: Customer Service Index 2012 reveals which brands are winning and losing in customer service on social media

Research conducted by Brandwatch has revealed insights into consumer interaction with brands on social media.

The Brandwatch Customer Service Index 2012 report looked at the results of a survey of 2000 UK consumers, finding that customer satisfaction levels online have not improved in the last year, with only three brands ranked positively for their customer service efforts.

Key findings of the report:

  • Over half (52 per cent) of all content across the brands was negative in tone
  • Retail brands are the best performing when it came to customer service in social media, with John Lewis scoring highest as the most positively addressed brand
  • Despite being the best performer on Twitter, John Lewis fell behind Groupon on Facebook, suggesting brands choose one platform to devote the majority of resources to
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