Customer complaints via social media

File this under "not so shocking news."  I liked this article for all the stats provided by the author, Zak Stambor, Managing Editor at Internet Retailer.  

Retailers speed up their replies to shoppers’ complaints on Twitter

Way to go, @BestBuySupport - You're Great!

Roughly 62% of responses from the 50 most-mentioned e-retailers on Twitter occur within an hour, according to the latest Internet Retailer-exclusive Conversocial Index, which tracks how the 100 largest retailers in the 2014 Top 500 Guide respond to customer service issues on Twitter.

The most-mentioned e-retailers on Twitter aren’t wasting any time replying to shoppers’ complaints on the social network, according to the latest Internet Retailer-exclusive Conversocial Index, which tracks how the 100 largest retailers in the 2014 Top 500 Guide respond to customer service-related posts on Twitter.

The average response time across the December Index was 4 hours and 6 minutes, with Best Buy Co. Inc., No. 15 in the 2014 Top 500 Guide, leading the way among the most-mentioned merchants. Best Buy, which is one of 23 merchants among the 50 most-mentioned retailers with a dedicated custom service handles (it is @BestBuySupport), replied to shoppers’ tweets within five minutes and 12 seconds, on average.

Three other Top 100 retailers responded on average in less than 10 minutes: HSN Inc., No. 26 in the Top 500 Guide, at 8 minutes and 4 seconds; Nordstrom Inc., No. 24, at 8 minutes and 22 seconds; and Urban Outfitters, No. 48, at 9 minutes and 31 seconds. Nordstrom and Urban Outfitters’ response were particularly impressive given that the retailers received 31.1 and 37.7 mentions per hour, respectively. HSN received 8.6 mentions per hour.