The Newest Data on Social Customer Care

Socially Devoted brands truly prioritize excellence in social media customer care. This is the index of the most Socially Devoted brands today. See who has the fastest responses to questions and the most positive social sentiment.

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Socially Devoted Quarterly Results

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Page
Fans
Response time
Response rate
Answered minus Ignored Questions
Positive Sentiment
Fans
11 139 820
Response time
5 min
Response rate
99.84 %
Answered minus Ignored Questions
5098
Positive Sentiment
N/A
Fans
5 517 239
Response time
36 min
Response rate
91.83 %
Answered minus Ignored Questions
3738
Positive Sentiment
N/A
Fans
8 493 977
Response time
5 min
Response rate
100 %
Answered minus Ignored Questions
3705
Positive Sentiment
N/A
Fans
15 508 073
Response time
7 min
Response rate
99.21 %
Answered minus Ignored Questions
3347
Positive Sentiment
N/A
Fans
12 193 231
Response time
49 min
Response rate
94.03 %
Answered minus Ignored Questions
3128
Positive Sentiment
N/A
Fans
599 192
Response time
46 min
Response rate
95.45 %
Answered minus Ignored Questions
2237
Positive Sentiment
11.55 %
Fans
137 921
Response time
575 min
Response rate
97.45 %
Answered minus Ignored Questions
2083
Positive Sentiment
N/A
Fans
232 660
Response time
152 min
Response rate
95.51 %
Answered minus Ignored Questions
1907
Positive Sentiment
N/A
Fans
113 655
Response time
160 min
Response rate
99.2 %
Answered minus Ignored Questions
1593
Positive Sentiment
N/A
Fans
1 296 964
Response time
1374 min
Response rate
98.43 %
Answered minus Ignored Questions
1540
Positive Sentiment
4.39 %
Industry Benchmark
Response time
240 min
Response rate
97.09 %
Positive Sentiment
7.97 %

Social Customer Care Metrics Explained

Response Time

The average time it takes for the company to respond to the user timeline posts.

Response Rate

The percentage of user posts responded to by the brand.

Answered Minus Ignored Questions

The total amount of answered questions in a given quarter.

Positive Sentiment

The amount of positive sentiment on the brands’ Facebook posts in a given quarter.

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If your brand responds to at least 65% of public audience questions on Facebook, you qualify as Socially Devoted. The benefits of Social Devotion are clear - Socially Devoted brands get 3.5 times more Interactions than their less-responsive counterparts.

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It’s Your Turn to Truly Excel in Social Customer Care

Get everything you need to be the brand that’s remembered for its excellence in customer care. From the tools you need to answer queries quickly to tracking brand sentiment accurately, Socialbakers has you covered.

Access One Place to Handle All Your Community Queries

Instead of switching from platform to platform to answer your queries, manage them easily in one place. You can speed up the process via templates and log cases quickly directly into Salesforce.

Easily Track Sentiment and Detect Anomalies

Identify crises way before they turn into headaches. Any post that is generating negative sentiment is now easily identifiable and the issue can be handled faster.

Instantly Understand Your Community Care Effectiveness

All key care metrics are visualized in a clear dashboard. You’ll always know which social media customer care areas need improvement and which teams or people excel.

AI-Powered Social Media Marketing Suite

Understand your audience, create more effective content to engage and grow your customer base, and measure social media’s impact on your business goals.

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