Wednesday, June 15, 2011

Twitter Study: 82% Of Customer Service Tweets Express Negative Sentiment About Brands, Companies

A new study carried out by TOA Technologies shows that more that 1 million people read customer service-related tweets every week. More than 80 percent of those tweets are of a negative or critical nature. The study examined more than 2,000 tweets between February and May, with a focus on Twitter users’ perception of the cable installation service industry. It did this by targeting tweets that contained terms such as “the cable guy” and “installation appointments.”. TOA found that 82 percent of the tweets had a negative sentiment, and that these tweets reached 780,000 followers before any retweets came into play — so many more people are likely to have seen these negative tweets.

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