Airtel Kenya 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, 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.”