{"id":5146,"date":"2014-08-11T22:17:56","date_gmt":"2014-08-11T16:47:56","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/08\/11\/social-customer-service-review-spicejet\/"},"modified":"2023-08-18T11:41:25","modified_gmt":"2023-08-18T11:41:25","slug":"social-customer-service-review-spicejet","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-spicejet\/","title":{"rendered":"Social Customer Service Review: SpiceJet"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5146\" class=\"elementor elementor-5146\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6666f21b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6666f21b\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2ee9a862\" data-id=\"2ee9a862\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-381b9b0b elementor-widget elementor-widget-text-editor\" data-id=\"381b9b0b\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/spicejet.png\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/spicejet.png\" alt=\"spicejet\" width=\"486\" height=\"365\" \/><\/a><br \/>Owned by the Sun Group of India, SpiceJet is an Indian low-cost airline and the fourth largest airline in India. Their vision is to address and ensure that flying becomes affordable for everyone.<br \/>On social media, SpiceJet has around 7.03M likes on <a href=\"https:\/\/www.facebook.com\/FlySpiceJet\">Facebook<\/a> and around 15.3K followers on <a href=\"https:\/\/twitter.com\/flyspicejet\">Twitter<\/a>. As of now they are only present on Facebook, Twitter and Pinterest.<br \/>Let\u2019s find out more about their customer service on social media.<br \/><strong>Element 1: Tone of messaging<\/strong><br \/>SpiceJet has a friendly tone of communication on social media.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1.png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1.png\" alt=\"1\" width=\"507\" height=\"253\" \/><\/a><br \/>However, when required they do speak out in a stronger voice, have a look at this interesting conversation:<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1a.png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1a.png\" alt=\"1a\" width=\"489\" height=\"381\" \/><\/a><br \/>One very odd thing we found about SpiceJet is repetitive creative posts on their channels, both Facebook and Twitter. We found that one creative being posted 13 times in 6 days. This is applicable for both Twitter and Facebook, which makes it pretty clear that the same agency is taking care of both the channels.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/2.png\" alt=\"2\" width=\"560\" height=\"634\" \/><\/a><br \/>Another creative was posted 14 times.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/3-e1407775231911.png\" alt=\"3\" width=\"500\" height=\"382\" \/><\/a><br \/><strong><strong>Element <\/strong>\u00a02 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>SpiceJet does not send canned responses; each of their interaction with customers is only after full understanding of the context.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/4.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/4.png\" alt=\"4\" width=\"503\" height=\"133\" \/><\/a><br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/5.png\" alt=\"5\" width=\"489\" height=\"251\" \/><\/a><br \/><strong><strong><strong>Element\u00a0<\/strong>\u00a03<\/strong>\u00a0\u2013 Response Time<\/strong><br \/>On Facebook, SpiceJet has an amazing response time of 2.2 hours while on Twitter their response time is around 2.6 hours, which shows that they do have an amazing social media team who care about customer grievances and try to sort out issues at the earliest.<br \/><strong><strong><strong><strong>Element\u00a0<\/strong><\/strong><\/strong>\u00a04 \u2013 Is brand sending personalized replies?<\/strong><br \/>They are a little clumsy in this respect; they do not always send personalized responses. Here are few examples.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/61.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/61.png\" alt=\"6\" width=\"513\" height=\"251\" \/><\/a><br \/><strong><strong><strong><strong>Element\u00a0<\/strong><\/strong><\/strong>\u00a05 \u2013 Is brand following up on the complaints?<\/strong><br \/>We didn\u2019t come across any follow across any follow ups by the team.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/7.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/7.png\" alt=\"7\" width=\"569\" height=\"625\" \/><\/a><br \/><strong><strong><strong><strong>Element\u00a0<\/strong><\/strong><\/strong>\u00a06 \u2013 Is brand answering to all the queries?<\/strong><br \/>With a decent response rate, SpiceJet has negligible queries which have not been answered.<br \/><strong><strong><strong><strong>Element\u00a0<\/strong><\/strong><\/strong>7 \u2013 Is the brand present on major complaint forums?<\/strong><br \/>Airlinequality.com is a major forum on airline services reviews. SpiceJet has around 55 reviews on its name with an overall experience rating of 6 out of 10. No response from the brand though.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/8.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/8.png\" alt=\"8\" width=\"985\" height=\"463\" \/><\/a><br \/>On mouthshut.com there are over 306 mixed reviews on the brand, however most of them are negatives. Most of the negative reviews are about the rude behavior of on-board or customer care staff and yes SpiceJet is not present on mouthshut as well and no complaints have been responded directly.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/9.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/9.png\" alt=\"9\" width=\"609\" height=\"364\" \/><\/a><br \/><strong><strong><strong><strong>Element\u00a0<\/strong><\/strong><\/strong>\u00a08 \u2013 Is brand sending duplicate replies?<\/strong><br \/>No SpiceJet does not send out duplicate responses; they listen to the customer\u2019s query first and then responds.<br \/>A lot can be done to improve SpiceJet\u2019s customer service and communication with customers on social media. They should include more variety in their content and post timely. Another negative note is that their Facebook timeline is not open for public to post which is a bad practice and fans resort to sharing their complaints and queries on the posts they make which brings out a lot of irrelevance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Owned by the Sun Group of India, SpiceJet is an Indian low-cost airline and the fourth largest airline in India. Their vision is to address and ensure that flying becomes affordable for everyone. On social media, SpiceJet has around 7.03M likes on Facebook and around 15.3K followers on Twitter. As of now they are only &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-spicejet\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: SpiceJet<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5147,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[2153,1661,2483,2484,2056,2364,2538],"class_list":["post-5146","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-customer-service-on-social-media","tag-facebook","tag-how-to-handle-complaints","tag-negative-feedback","tag-social-crm","tag-social-media-customer-service","tag-spicejet"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review: SpiceJet - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-spicejet\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review: SpiceJet - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Owned by the Sun Group of India, SpiceJet is an Indian low-cost airline and the fourth largest airline in India. 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