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Tesco, Virgin Media and Vodafone top for Twitter customer service in Q2

Tesco Customer Service, Virgin Media and Vodafone are the top UK brands for customer service on Twitter, the latest Socially Devoted research from Socialbakers has found.

In order to be considered Socially Devoted, brands must respond to at least 65 per cent of the questions that are asked.

It was found that Network Rail took an average of six minutes to reply to a complaint, while O2 took an average of 498 minutes.

Jan Rezab, Socialbakers CEO, said: “A big congratulations to all the brands who achieved such great results. The number of questions that the UK received shows that there is an ever-increasing demand for social customer care. Socially Devoted brands are way ahead of the game, recognizing the importance of putting their customers at the heart of any strategy.”

UK brands in general, performed well against the global average of a 35 per cent response rate despite being second in the world in terms of question quantity, having received 156, 960 questions this quarter.

This is in comparison to US brands, which received 210, 612 questions, but only managed to respond to 27 per cent.

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