Airtel has been rated as one of the top global brands on social media making it
fall under the category of socially devoted companies in the region.
The report
is based on Airtel Kenya’s high response rate in Facebook and Twitter in a
report issued by Social Bakers, a leading global provider of social media
analytic tools, statistics and metrics for the quarter ending December 2014.
According
to Social Bakers, being socially devoted means opening up to customers, receiving
and responding to questions and communicating within the shortest time
possible.
In the
report published online on, http://africa.airtel.com/wps/wcm/connect/africarevamp/kenya/home/customer-care/socially_devoted,
Airtel Kenya scored high on Facebook
and twitter with a total response rate of 92 per cent and 89 per cent
respectively in the last quarter. It also takes into account Likes, Comments
and Shares of a post of a particular brand both on Facebook and Twitter to the
total number of fans of the brand at the time it was posted.
The
company also scored well in the Facebook and Twitter engagement rate with 98
per cent and 86 per cent respectively. Social media engagement rate
measures how well fans interact with the content an organization or brand posts
on the popular, social media platform. Engagement Rate measures how well fans
interact with the content an organization or brand posts on the popular, social
media platform.
Airtel
Kenya CEO Adil El Youssefi said, “Quick, satisfactory and personalized
responses to our customers’ queries is one of the key areas that has
contributed this success. We have also improved on our response rate to
customers issues, with an average response rate of 13 minutes and 7 minutes for
Facebook and Twitter respectively. We will continue to improve on our online
customer engagement, making it easy for our customers to engage with the
brand.”
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