A TOA Technologies study finds that more than 1 million people per week view tweets related to customer service experiences with a variety of service providers—and the majority of those tweets reflect a critical or negative customer experience. Key study findings include:
82% of the surveyed tweets around the cable TV industry contained negative sentiments about customers’ cable appointment experiences.
While the average appointment window for the cable carriers was four hours, some customers say waiting times were over 20 hours.
Source: TOA Technologies