Measuring customer care, one tweet at a time. EngagementIndex

Engagement Index

EngagementIndex is a measure of a company's customer service performance on Twitter. More customers are turning to social media to engage with, or complain to, brands and businesses. We'll show you how well they're doing.

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EngagementIndex is all about improving customer care for you. By securely logging in via Twitter you'll see which companies ignored you. We'll even help you send a polite reminder.

How do we measure?

We are transparent about how we calculate each company's EngagementIndex score. If you're interested in our methodology and algorithm, you can find everything you need in this one article.

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From our Blog

12 may

Should we measure the EngagementIndex of Charities?Over the past weeks we’ve been adding to the number of accounts that we measure on EngagementIndex. We now have over 1500 companies in sectors as diverse as Restaurants, UK Holiday Parks and Couriers. However, one category has caused a bit of a stir...

11 may

Sainsbury's massively improves their their customer service levels on TwitterWithout doubt more and more customers are turning to Twitter to complain, ask questions, seek help, get support etc...

1 may

Important Update to the EngagementIndex websiteThings on the surface may have looked quiet, but underneath Chris has been working really hard to bring about the next round of important updates and changes to our site. I am now really pleased to announce that the results are now 100% public.

Quotes

A brand not responding on Twitter is like hanging up the phone on customers. With millions watching.
@DaveKerpen

Twitter to me is all about hitting that reply button
@markshaw

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Phone: +44 (0)20 8242 1968
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