Unmetric Launches SatisfactionMetrics To Track How Companies Tweet At Customers

Unmetric, a company that scores the social presence of brands, has launched a new tool called SatisfactionMetrics, which offers details about how companies handle customer service on Twitter. The new modules look at a brand's replies to customer tweets, then breaks them down into five common responses ??apologies, prompting customers to send direct messages, prompting customers to call a number, asking customers to email a specific address, or direct customers to a link. Unmetric doesn't tell you which of these strategies actually result in satisfied customers, but it's useful to see what the competition is up to ? the idea, Unmetric says, is to reveal "industry-wide norms" and best practices.

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