New Study: How Brands Respond on Twitter

Are you getting a

response on Twitter

from your favorite

business?

Do brands really listen

to their audience on

social media?

A new study by

Brandwatch.com in the

U.S. and U.K. of major

retail brands reveals

some interesting data.

1 Nearly half of brands

do not respond to a

@mention generic

tweet.

Here is the graph

results courtesy of

Brandwatch.com:

2 General questions with

@mention garnered

more of a response,

but at a slower rate.

Their research found that companies in the U.S. tend to reply quicker, and that the average response was 50 minutes, while in the U.K. the time frame was 63 minutes.

3 About half of the brands

provided an answer without a link or replied with

a question, with about one

third favoriting tweets rather

than replying.

A little over 30 percent of responses included a helpful link, and under 15 percent used the Direct Message feature or gave out a telephone number.

Here is a quick summery of the study

Most brands ignore @tagged mentions on Twitter

Brands take longer to respond to questions than they do to engage with general comments

Just 11.2% of retail brands respond to questions within one hour

Of brands that respond to questions, the most common approach is to resolve them directly on Twitter

For neutral @tagged mentions that do not include a question, the brands that choose to engage usually attempt to start a conversation

Credit: Brandwatch.com

Thank you!

Read the full article in

SusanGilbert.com