Vodafone are the quickest network to respond to customer queries on Twitter
According to research from social media specialists Brandwatch, Vodafone are the quickest network in the UK when it cmoes to responding to customer queries on social media.
The tests also included EE, Three, O2, Tesco Mobile and Virgin Mobile in their report which looked at various customer enquiries regarding issues such as: mobile coverage (signal), charges, billing, 4G and customer service.
On average it took Vodafone 1 hr 55 mins to respond to customers via Twitter. Their quickest response time was 30 seconds while their slowest was three and a half days.
By comparison O2 and Virgin Mobile's average response time was four hours and 19 minutes, Tesco Mobile took three hours and seven minutes and Three took two hours and nine minutes.
Brandwatch Insights Analyst Arthur Wade commented on the results saying, "Because of the immediacy of social media and the expectation of a quick response, it is important that even if a brand isn’t able to directly resolve a query via Twitter, they must respond to let the customer know they’ve been heard and then take this offline."
"With pricing becoming increasingly competitive between suppliers, customer service is an increasingly important factor in customers deciding to switch networks or choosing a new provider. If operators offer social media as a means of customer contact, they must be prepared to put the required resource behind it to manage their channels."
This result follows Vodafone's recent £15 million investment into improving their customer service following a rise in complaints made against the network over the past year.