I don't use twitter or any other social media so I don't know what giffgaff are like in interacting with customer's and taking on board feedback they receive. On the forum it seems pretty non-existent. They just do their own thing and see how people react. Not a great way of doing things if you ask me.
hey, here's giffgaff money
we have a new exciting feature for you all to try out
we're shoehorning some crap you don't need at the top of the homepage for you to instantly scroll past, have fun!
we want your feedback on giffgaff labs so we can instantly ignore it.
Sometimes though not being 'run by you' is preferable, just yesterday I had a chat with Three's live chat and it was absolutely sensational, I had a great chat with them, none of this copy pasta malarkey, it was a lovely conversation about the weather and mobile phones while my issue was being resolved.
It was so good I said in the feedback that the person deserved a promotion :lol.