I chose to do an analysis of Telus, using the tracking tools Monitter and Hootsuite to research tweets about Telus’ Customer Service. I was impressed with how quickly and easily the relevant search results appeared. As Telus is a sizeable company, I recorded ten tweets, in succession, posted between Nov 17 and 18.
1. I can't deal with @telus anymore .. by far the worst customer service ever. .step up your game. .#telus
3. It's rare that you hear someone happy with their cell phone service so I will come out and say it; I love the customer service at @telus!
4. @stickinrink37 @TELUS Just today? I can't think of a day that I have been impressed with their customer service.
6. Dear @RogersHelps @TELUS @Bell_Mobility I'm sick of @WINDmobile horrendous service & apathetic customer care who wants my multiple accounts?
7. @KeiraAnne It's not that shaw offers a inferior product, it's their lack of customer service telus even has @TELUSSUPPORT...it's awesome
8. My dad really likes making conversation with telemarketers and telus customer service..
9. @telus All carriers have sinned and fallen short of the glory of HONEST, STRAIGHTFORWARD customer service!#givemestrength
10. There are not words for the abysmal customer service I have been receiving from Telus. Well, maybe I can think of a few...
Using these tools, it is possible to draw conclusions on the sentiment of the messages in regards to company popularity. You could use them to monitor campaigns, and also to compare your company reputation within the overall industry.
There was a lot of activity on the topic of customer service, resulting in many daily tweets, basically resulting in 50/50 performance. According to sentiment of the tweets, lack of support seems to be experienced equally among the main communication providers, so the problem appears to be industry-wide. In rating each tweet from 1 to 5 (one being very dissatisfied, and 5 being very satisfied and 3 being neutral) these tweets would indicate Telus' customer satisfaction rates approximately 26/50.
Telus’ own Twitter account stats are 1750 tweets, 11,719 following and 14,199 followers, 585 listed. During the same time period, Telus’ Twitter account listed 21 tweets on Nov 18 (only 3 of those belonged to customers, the rest were company tweets) and 13 on Nov 17, all were company tweets. With very little customer involvement appearing on their Twitter account, the company is either restricting which posts to include, or would need to monitor using similar tools, to see what’s being tweeted about them elsewhere. Without doing this, they may not have a true impression of their customer relations.
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