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
11 072 436
Response time
8 min
Response rate
99.72 %
Answered minus Ignored Questions
3211
Positive Sentiment
N/A
Fans
5 518 021
Response time
25 min
Response rate
88.69 %
Answered minus Ignored Questions
2560
Positive Sentiment
0.94 %
Fans
8 465 174
Response time
5 min
Response rate
99.87 %
Answered minus Ignored Questions
2337
Positive Sentiment
N/A
Fans
12 189 649
Response time
12 min
Response rate
90.06 %
Answered minus Ignored Questions
2127
Positive Sentiment
N/A
Fans
600 429
Response time
60 min
Response rate
92.05 %
Answered minus Ignored Questions
1852
Positive Sentiment
7.27 %
Fans
15 579 700
Response time
6 min
Response rate
97.6 %
Answered minus Ignored Questions
1828
Positive Sentiment
N/A
Fans
140 719
Response time
1865 min
Response rate
77.26 %
Answered minus Ignored Questions
1760
Positive Sentiment
4.96 %
Fans
139 469
Response time
524 min
Response rate
97.97 %
Answered minus Ignored Questions
1559
Positive Sentiment
N/A
Fans
114 754
Response time
121 min
Response rate
98.87 %
Answered minus Ignored Questions
1464
Positive Sentiment
N/A
Fans
232 362
Response time
117 min
Response rate
96 %
Answered minus Ignored Questions
1426
Positive Sentiment
N/A
Industry Benchmark
Response time
274 min
Response rate
93.81 %
Positive Sentiment
4.39 %

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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