KLM has long been heavily involved in social media, but last week it didn’t something interesting. It started publishing the amount of time it will take for people to get a response. When I looked, here’s what Twitter showed.
A 31 minute response time seemed strangely precise. But after KLM failed my test of their 1 hour guarantee two years ago, I had to give it a shot. Sure, enough, my question was answered in a mere 22 minutes.
This can certainly backfire, but is there enough benefit for the airline to make it worth updating this number constantly? (It updates every 5 minutes.)