KLM Royal Dutch Airlines once again soared to the top of the quarterly Socially Devoted social customer-service report from analytics outfit Socialbakers, which added that brands on Facebook responded to 65 percent of questions in the first quarter of 2014, up from 59 percent in the fourth quarter of 2013 and 60 percent in the year-ago period.
Other findings by Socialbakers in its first-quarter-2014 Socially Devoted report included:
- Brands are turning to Facebook over Twitter as the platform of choice to respond to customers’ questions, as more than 10 million tweets mentioning brands are not responded to on a quarterly basis.
- The mail and shipping industry was the best in terms of response rate, at 87.9 percent.
- The telecommunications industry received the most questions by a landslide, with its total of 471,656 dwarfing the 175,438 received by the second-place industry, electronics.
- 25 percent of users’ posts on Facebook pages are questions.