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Software allows firms to trawl internet looking for disgruntled customers
June 6, 2010
Some of Britain’s biggest firms were last night accused of ‘spying’ on their customers after they admitted ‘listening in’ on disgruntled conversations on the internet.
The companies include BT, which uses specially developed software to scan for negative comments about it on websites including Twitter, Facebook and YouTube.
Budget airline easyJet, mobile-phone retailer Carphone Warehouse and banks including Lloyds TSB are also monitoring social networking sites to see what is being said about them.
The firms claim there is nothing sinister about the practice, with BT insisting it is merely acting as ‘a fly on the wall’ to ‘listen and engage with our customers’.
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