Twitter Official Research Out: Customer Service Interactions Boost Consumer Spending

Twitter has done a study where it reestablishes the fact that customer service is the key to a successful business.

According to the study, on an average, customers are ready to spend 20% more on a product or service from a business which responds to customer tweets quickly.

The research was carried out for pizza delivery brands, telecom companies and airlines. Customers were willing to spend $2.84 or 20% more for pizza brands, $8.35 or 10% more for telco companies, and $9 or 3% more for airlines.

source: Twitter blog

source: Twitter blog


The time you take to respond to a customer’s tweet is also important. This is what Twitter has to say: “When we looked across all Tweets, the median time to first response was approximately 22 minutes (some airlines did respond in as few as 3 seconds). When an airline responded to a customer’s Tweet in less than six minutes, the customer was willing to pay almost $20 more for that airline in the future. Similarly, in the telco industry, customers are willing to pay $17 more per month for a phone plan if they receive a reply within four minutes, but are only willing to pay only $3.52 more if they have to wait over 20 minutes.”

Read more at the official link.

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