@BTCare Dec-16 Twitter Dashboard
Report generated on 12/21/2016 6:06:00 AM
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Queries This Month
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Baseline = Q1 2014
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Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| BT | Billing | 21 | 37 | 12.9% | 9.1% | 3.7% |
| BT | Connectivity | 37 | 81 | 22.7% | 20.0% | 2.7% |
| BT | Provisioning | 12 | 22 | 7.4% | 5.4% | 1.9% |
| BT | Router | 9 | 16 | 5.5% | 4.0% | 1.6% |
| BT | Service | 55 | 131 | 33.7% | 32.3% | 1.4% |
Top queries received yesterday
| Date | Category | Reason | Sub Reason | Subject | Question | URL |
|---|---|---|---|---|---|---|
| 2016-06-08 | Account & Billing | Billing | Charges | @btcare | today you call to say can't do order that I have waited weeks for. Does that mean you pay me £130 for wasting my time , apparently work required at exchange. This happens every time I ask fora new line. Why not make sure exchange is ready before ? | View |
| 2016-06-08 | Account & Billing | Billing | Charges | @btcare | .btinfinity2 @ £50 a month it never works and the WiFi is slower than dial up... instead of putting prices up give us our money back | View |
| 2016-06-08 | Account & Billing | Billing | Charges | @btcare | spoken to an advisor. still feel rather uncomfortable with being mis sold a product being told i can switch it. , when i signed up i was told to sign up for app/online then call up and switch service. meaning i dont pay £5 for app and £5 1/2 , £5 for sky but on phone advisor made out i would be paying twice. just annoyed as if i didnt sign up i could just sign up to bt sky , can i still watch online when paying for bt on sky? i think this is what the advisor has sent to an offline team. , this was the deal i was trying to get but an advisor told me to sign up to the app and you can switch it? pic.twitter.com/l6hI8wFoR9 4:41 am - 8 Jun 2016 · Details | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @btcare | Three days no broadband, two days since reporting fault, can I get an update please, ref VOL053-5217827567154 - thanks. | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @btcare | is there a known fault in the M28 area specifically Boothstown as my broadband is down? | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @btcare | no Internet for 3 weeks now for third time in a year. Engineers can't work on it as not fibre specialists, I don't even have fibre! | View |
| 2016-06-08 | Account & Billing | Provisioning | Engineer | @btcare | AM engineer appt today for new line but your order tracking says "appt unconfirmed".. Any idea why? Can I DM you the order number? | View |
| 2016-06-08 | Account & Billing | Provisioning | Engineer | @btcare | BT Engineer in the street today, now when ring home it goes to house opposite. Engineer out earliest Friday - nice one. | View |
| 2016-06-08 | Account & Billing | Provisioning | Availability | @btcare | Trying switch to your fibre broadband. Your site says not available in my area? It is, I already have 30+ Mbps fibre from Plusnet! | View |
| 2016-06-08 | Equipment | Router | Faulty | @btcare | btcare lightning strike last night - White flash as fuses blew. Once power restored only thing not working is the home hub. Help!! | View |
| 2016-06-08 | Equipment | Router | Faulty | @btcare | bt_uk ! Lightning strike broke my BTHub, rang yesterday afternoon, new one arrived today! pic.twitter.com/iZDkoKJedQ 5:42 am - 8 Jun 2016 · Details | View |
| 2016-06-08 | Equipment | Router | Problem | @btcare | update home hub 5 and fix IP fragmentation issues , ps3 saying router cant support ip packet fragmentation | View |
| 2016-06-08 | Account & Billing | Service | Poor Service | @btcare | Intermittent fault logged 2/6,no response,BB fault deteriorated,long wait on phone,diagnosis system down,told to call back tomorrow. | View |
| 2016-06-08 | Account & Billing | Service | Poor Service | @btcare | called to discuss my account and got told after waiting on hold for 20 minutes "call back in 4 hours" then hung up the phone. , renewing a new broadband contract. Not sure now though thanks. | View |
| 2016-06-08 | Account & Billing | Service | Poor Service | @btcare | Customer for 5 yrs. Moved month ago still no broadband/TV, no reason, still been billed. Stressed and disappointed. , been given 4 diff dates with the 1st being 16 May & the latest now 14 June have no faith that date will be met , also been billed with services not even provided , no one seems to know what the issue is I get told different things each time I speak to someone | View |
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What's Going Up
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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What's Going Down
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been directed to @BTCare
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk