The top 5 most responsive brands on social media

Last week, Christopher Ratcliff from Econsultancy took to Twitter, posing as an ‘innocent’ customer and asked 20 of the UK’s top retail brands a variety of questions. Here are the five most responsive brands:

1. B&Q
Response time: 3 minutes

A personalised reply, containing the information I required and a personal sign-off delivered in three minutes, coupled with a devoted customer service channel, which is linked to on the main B&Q channel, with its lengthy operating hours (7am – 11pm) clearly stated in the profile means B&Q goes straight to the top of the chart.

2. New Look
Response time: 22 minutes

New Look links to its customer care channel from the main account and its lengthy hours are clearly stated. Most impressive was the level of personalised customer service offered to me…

3. Next
Response time: 35 minutes

Next replied accurately, personally and in just over half an hour. Next also links to its separate customer service channel from the main Twitter account and impressively it operates 24 hours, seven days a week.

4. Tesco
Response time: 49 minutes

Tesco replied in just under 50 mins, which is just cutting under that 60 minute optimum, but the friendliness and thorough helpfulness of its tweets more than makes up for it. These also come from the main Twitter account which it uses for 24 hour customer service, although it doesn’t state as such.

5. Sainsbury’s
Response time: 42 minutes

Sainsbury’s get maximum points for friendliness, helpfulness and personalisation. It doesn’t operate a separate customer service channel but it does state its main account is available for customer care. It also replies 24 hours a day. Perhaps Sainsbury’s could mention this in its profile.