Flight Delay / RTA / Liability May 2016

Monthly Online Customer Service Report

Social Media Customer Service Summary

Key Points

Total Messages Previous Month

Positive Messages

Previous Month

Negative Messages

Previous Month

233 26% 208 31% 14 40%

• Data below shows messages received to Facebook, Twitter and Feefo

platforms last month

• Positive are messages down andnegative messages up on previous month

• Mainly because total messages received down

• 233 messages received across all platforms – 89% positive

Messages received

Platform Breakdown

Feefo

Facebook

Twitter

14%

3%

83%

Detailed Information

Positive Messages Negative Messages Questions/General

58% 15% 27%

67% *33% 0%

95% 5% N/A

*Only 6 messages received through Twitter, so only 3 negative.

Feefo Breakdown

Key Points

• Overall client rating: 95% • Bott & Co Feefo requests sent: 734 • Client responses received: 138 (19% of all sent out) • Average Bott & Co response time: 16.6 hrs

Positive Feefo Responses

Feefo Quotes

Feefo Responses

Feefo Quotes

Google Click-Through

• Bott & Co have a 4.6 star Feefo rating on Google • Helps with click-through rates and therefore web traffic • Other top ranking competitors don’t have star rating