Brands Customer Care on Twitter is simply different

Simply Measured have done their quarterly analysis of how the top 100 brands (from Interbrand) are doing on the customer service front and note several improvements.

We have picked up the top 10 brands they list on engagement added Amazon and tried to inject some local flavour with Burberry (# 82 in the Interbrand list) together with seven popular consumer names who appear to have some form of Twitter customer service presence.

Twitter customer service 
Engagementsm Followers UK Brands Followers
BlackBerry 1 1,135,519 Tesco 72,535
Nike 2 77,044 Asos 43,021
Microsoft 5 51,690 BT 28,413
Samsung1 4 50,324 Sky 23,567
Dell 8 35,159 Argos 4,507
American Express 3 33,284 Burberry 1,958
Nokia 6 24,187 John Lewis 1,881
Ford1 9 16,801 Asda 422
Yahoo! 10 12,231
UPS1 7 3,250
Amazon1 n/a 956
I.co.uk March 8 2013
1Probably US only
smSimply Measured  

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Our rather light hearted critique awards the following:

  • Best name – ~@AskAmex closely followed by @DellCares
  • Shortest name – @BTCare
  • Trickiest name – @Asos_HeretoHelp
  • Global coverage – @DellCares “24×7 Global support”
  • Local coverage – @YahooCare “Customer Care Mon–Fri from 6:00AM to 6:00PM PST”
  • Greatest followers – @BlackberryHelp – 1.1 million
  • Least followers – @AsdaServiceTeam – 422

We’re sure that out there somewhere there is a directory of all twitter customer car / service addresses and if we eventually find it we will add it for your use!

In the meantime here’s Simply Measured’s excellent study

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