How Are You Measuring Up: Tracking the Right KPIs for the Telecommunications Industry

In our previous Key Performance Indicator study, we focused on the Automotive Industry. This week we will provide insights on how to measure the performance of social media customer care and develop effective social media marketing strategies for the Telecom Industry.

How Are You Measuring Up:  Tracking the Right KPIs for the Telecommunications Industry

Telecommunications companies provide services that usually require an extended contract for one to several years. Therefore, companies may find it difficult to increase brand awareness, while working to limit potential negative brand sentiment. This is why social media is an especially useful communication tool for resolving these types of critical issues and many others!

Important KPIs for Telecommunications Companies

  • Fan Growth: The increase in Fans during a select time range. This is important for understanding and increasing the reach of your social media messages.
  • Engagement Rate: The amount of user interactions (Likes, comments and shares) that occur with your Page. This is important for understanding and increasing the percentage of Fans that are interacting with your social content.
  • Response Rate: The percentage of user posts or questions that the admin responded to. This is important for understanding how often you are responding or interacting with Fan posts.
  • User Activity: Identifying the times of days and the days of week in which your users are most engaging most frequently with your Page. This is important for understanding the optimal times to post content.
  • Shareability: The amount of shares a Page receives per day.
  • Interactions: The number of interactions that a Page or post receives and the types of interactions (Likes, comments and shares).

Social media KPIs can provide business solutions for Telecommunications brands, such as:

  • Crisis/Brand Management
  • Social Customer Service
  • Product/Service Feedback
  • Event Promotions
  • Brand Awareness

Come see our comprehensive Telecommunications Industry report. Find out how to link business solutions to Social Media KPIs, which ones you should be tracking, why you should be tracking them, and how to evaluate the results.

Also, don’t miss out on our April 2013 Telco Industry Report.

Staff Writer

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