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On the 21st June 2012, The RBS group suffered a computer failure which knocked out much of the banks group’s ability to process payments through their computer system. The problem lasted almost a week in which time over 11 million NatWest customers were affected.
In this report, we look at when consumers flocked to the NatWest Twitter account for answers, and how NatWest handled their Twitter account through this process.
The data was analysed using BirdSong: Social Media Reconnaissance.