Facebook Wall of Shame: T-Mobile, Amazon and Starbucks Rank Amongst the Worst
in the UK for Facebook Customer Service
PRAGUE, January 31, 2013
PRAGUE, January 31, 2013 /PRNewswire/ --
Social media analytics company, Socialbakers, has just released its Q4 results
, showing the best and worst of brands in terms of social media customer care.
Through an industry standard it calls Socially Devoted, it measures how often
brands respond to questions from their fans and how quickly.
The results, which rank pages dedicated to the UK, show which brands care
about their fans on social media and the culprits who ignore their questions
The top 10 most socially devoted brands in the UK included Virgin Media (which
responded to 85% of questions), Next, Argos and Boohoo.com. The worst
offenders for not responding to fans on Facebook include Amazon, who didn't
respond to a single customer question in the three-month period, T-Mobile, and
Xbox. Interestingly, in the US results T-Mobile scored as one of the most
Socially Devoted brands in that country.
As Socialbakers CEO, Jan Rezab, explained: "In recent years there has been a
shift away from brands simply seeking to collect the highest number of fans.
What is important is how you interact and serve them. There is no point in
having a page that offers no value to your fans beyond pushing photos of your
products. Your fans will most likely see your posts as spam, hide your feed
and then your online marketing efforts are seen by no one."
When Socialbakers started to collect this data in April 2012 it found that
over 70% of questions were not responded to on brands' Facebook Pages
worldwide. However in the last nine months response rates improved drastically
and now only 45% of questions are not answered.
In worldwide rankings, the top 10 Socially Devoted brands included Personal
Argentina (a south American mobile company), KLM, and Tesco. Blackberry,
Netflix, and Starbucks ranked amongst the worst in the world.
Jan Rezab added: "We're really encouraged by the number of brands who improved
their Socially Devoted scores since we began measuring in April. However we
remain surprised by the number of brands that refuse to acknowledge their fans
on social media. Do you really want to buy food from a brand that won't talk
Note to editors: Further information available on socially-devoted.com.
Graphics and more data available on request.
Contact: Contact: Maie.firstname.lastname@example.org, +42-(0)601-367-678
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