For dozens of global brands, the Prague-based social media analytics firm crunched their raw number of Facebook fans by how often they responded to consumer posts to how long the companies' reply took. For instance, T-Mobile USA (2.5 million fans) answered Facebook posts 87 percent of the time and took 77 minutes on average to produce a reply.
The analytics firm's research also sheds light on brands that don't appear to value Facebook CRM as much. The worst five actors, in order, were Netflix, Samsung Mobile USA, AT&T, Macy's and GameStop, according to Socialbakers.
The full top 10 lists, with data: