Source: Simply Measured [download page]
Notes: Just 32 of the Interbrand 100 companies have a dedicated customer service handle on Twitter, representing only a small uptick from last year. Total mentions (excluding retweets) for these handles have increased by 44% year-over-year, and brands are responding in kind, with a 43% increase in response rates (to 60%). Average response time has slowed to more than 5-and-a-half hours, though, as a minority 47% responded within 4 hours in January.
Related: Q4 2013 Social Care: Demand Greater on Twitter; Response More Likely on Facebook