Only 16 of the UK's top 100 companies are using the micro-blogging site to communicate with customesr, a study by Virgin Media Business suggests.
Publicly launched in July 2006, more than 50 million tweets are posted via Twitter everyday while a staggering five billion have been posted since last October.
However, while 57 of the FTSE 100 companies have signed on to Twitter, 72% have not used their account to respond to customer enquiries or comments made about the company.
Phil Stewart, director of customer service at Virgin Media Business, said: "With so many people sharing their thoughts online, it's no surprise that many are talking about companies.
"Clearly this presents an excellent opportunity for companies to engage with customers, but many are missing out. Creating a Twitter account and leaving it dormant or not responding to tweets by your customers is no better than opening a contact centre and not picking up the phone."
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