Our latest report focuses on the social customer service performance of 20 of the largest hotel brands, providing key insight and recommendations for creating a better social customer service strategy along the way.
Key findings include:
- Hotels had an average response time of 7 hours and 21 minutes, though 9 of the hotels were responding in under an hour and 6 took more than 10 hours to respond.
- Brands responded to less than 20% of direct @mentions on average
- Starwood Hotels had the fastest average response time at 9 minutes and 4 seconds.
- All of the hotels analyzed are setting expectations for customer service on their Twitter pages