Tesco Mobile Limited is a mobile virtual network operator in the United Kingdom, Ireland, Slovakia, Hungary and Czech Republic. It is operated by Tesco, using the O₂ network as its carrier except in Hungary, where the network operator is Vodafone.
Tesco mobile has presence in only two social media channels Facebook and Twitter.
Element 1 – Tone of Messaging
The tone of conversation is very friendly. They add a little laugh to their response.
Element 2 – Are they sending canned responses, without understanding the context?
From the conversations and responses observed, there seems to be no instance of a canned response.
Element 3 – Turnaround Time
They have a decent turn around time of 30 minutes on Twitter. The average turn around time on Facebook is 1 hour.
Element 4 – Is brand sending personalized replies?
They send extremely personalized responses.
@mortimer7jordan Hey Jordan, you can recycle your phone and use the money towards upgrading? http://t.co/IhnFEJZ4tf AD
— Tesco Mobile Care (@tescomobilecare) October 20, 2014
Element 5 – Is brand following up on the complaints?
Yes they do follow up the complaints.
Element 6 – Is brand answering to all the queries?
They answer to most of the queries on social media.
Element 7 – Is brand sending duplicate replies?
No duplicate replies observed.