Socialbakers, the social media analytics company, has just released its Q2 2013 Socially Devoted results for Twitter, recognizing Tesco Customer Care as not only the top brand in social customer care in the UK, but as the top brand worldwide.
The Socially Devoted standard acknowledges companies that provide the best social customer service on Facebook and Twitter, worldwide. Since 2012, Socialbakers has used this global benchmark to measure brands’ performance, based on the number of questions they answer. In order to be considered Socially Devoted, brands must respond to at least 65% of the questions that are asked.
Virgin Media, Vodafone and O2, were also in the UK top ten responding to over 70% of the questions they received on Twitter, positioning themselves substantially above the average UK response rate of 50%.
UK brands in general, performed well against the global average of a 35% response rate despite being second in the world in terms of question quantity, having received some 156, 960 questions this quarter. US brands received 210, 612 questions, but only managed to respond to 27%.
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.”