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How well do brands respond to consumer tweets? Twystery® (the combination of ‘Twitter’ and ‘Mystery’) is a mystery shopping study which benchmarks how they handle common consumer queries.

Coverage in Marketing Week,  BBC Business News, Research Live (1, 2), The Grocer and Big Hospitality.

Download the free league table report.

Twitter has over 320 million active users and almost half a billion Tweets every day. Its immediacy and ease of use also make it an increasingly popular channel for consumers seeking customer service, product information or a platform to complain.

What does it cost brand owners if they don’t respond in time?  Do their responses turn enquiries into purchases?  And how will they know how they compare to the competition?

Twystery® is an assessment and performance tracking service from BVA BDRC that measures how well a brand is servicing social customer care.  The report gives a view of each sector and where a brand sits within it, helping the brand capitalise on the opportunity presented by Twitter.

Example tweets and scoring framed

The new study encompasses over 9,000 interactions with more than 350 brands across 32 sectors.  To find out if your sector and brand is covered visit our Twystery Brands and Sectors page. Read Twystery Highlights to find out more about the reports.

Purchase report(s)

Buying Twystery sector reports online is easy. Simply fill in your payment details and the report will automatically download and a copy will be sent to your email. The report is £800 for one sector report, and £500 for any subsequent reports.

If you have any trouble or would prefer to speak to a human, call us on 0207 400 1023 or email

Click here for the reports

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