Free tools · Care
Free social care audit
Check how fast any brand answers customers on X, and which issues people raise most.
Enter a brand's X handle. See its median reply time, how many posts that need a reply get one, the top issues, and the posts still waiting.
- Response time
- Customer care benchmarking
- Competitor service
- Top complaints
How it works
Enter an X handle
Yours or a competitor's. Any public brand account works.
We match replies to posts
Every reply the brand posted is paired with the post it answered, to time the reply.
See the audit
Reply time, reply rate, top issues and the posts still waiting.
What is a social care audit?
A social care audit checks how well a brand answers customers on social media: how fast it replies, how many questions and complaints get an answer, and what people ask about most. Run it on your own handle to find gaps, or on a competitor's to benchmark your team.
What's a good response time on X?
Customers on X expect an answer within an hour, and the fastest brands reply in minutes. In our example, @AmericanAir has a median reply time of 5 minutes, with 94% of replies within an hour. A reply rate matters as much as speed. Fast replies to a few posts still leave most customers waiting.
How the audit works
We read recent posts on X that mention the brand and the brand's own replies. For each reply we find the post it answered and time the gap. An AI model marks which mentions need a reply, meaning a question, a problem or a complaint, and groups them into issues. The audit shows how many in each issue got an answer, and the most engaged posts still waiting.
More free tools
All free tools →Social listening report
Volume, engagement, themes and sentiment for any keyword across X, TikTok, YouTube, Instagram and news.
Share of voice
You vs up to 3 competitors, by channel and by theme.
Sentiment analyzer
Paste posts, comments or reviews. See how people feel and what they talk about.
Questions
What does the social care audit check?
It reads up to 200 recent posts on X that mention the brand and up to 200 of the brand's own replies. It shows how fast the brand replies, how many posts that need a reply get one, and the issues people raise most.
How do you decide a post needs a reply?
A model reads each post and marks it when it asks the brand a question, reports a problem or complains. Praise and general chatter do not count.
How is reply time measured?
For each brand reply we find the post it answered and take the time between the two. The audit shows the median, and the share answered within an hour.
Why X only?
X is where public brand replies are easiest to see and match to the post they answer. More channels come later.
Is the social care audit free?
Yes. Each audit runs live searches, so we ask for a work email first.
Built by Sift AI
The free tools take a snapshot. Sift runs all day.
Sift gives social teams AI agents that read every conversation, answer customers, flag what's growing and write the weekly report. The free tools run on the same agents.
- InboxEvery DM, comment and mention in one place, sorted by what needs a reply.
- AI repliesDrafts in your voice that go out when your team approves them.
- TrendsA heads-up when a topic about you starts to grow.
- SiftGPTAsk anything about your conversations and get the answer with the posts.