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Social Customer Service for the Hotel Industry

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

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