Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learning and continuous improvement. This is no different for Social media channels.
- 80% of inbound customer service requests happen on Twitter
- Social customer service cost resolution is typically 1/6th the cost of a call centre interaction
According to Twitter, users with a higher satisfaction are also willing to pay more and to recommend that brand. So it makes sense to know what your customers think.
