The airline industry was the most responsive to customer-service questions on Facebook in the fourth quarter of 2013, while the telecommunications industry fielded the most queries, and airline KLM was the best performer on Facebook, both for the fourth quarter and the full year of 2013, according to the latest Socially Devoted report from analytics provider Socialbakers.
Socialbakers also found that:
Twitter received more social care questions, at 59.3 percent to Facebook’s 40.7 percent, but Facebook’s response rate was 59.4 percent, compared with 40.6 percent for Twitter.
Retail brands responded to a higher percentage of questions than ecommerce brands did, but the response time was quicker for the latter.
Readers: Did any of Socialbakers’ findings surprise you?
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