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.

Socially Devoted Quarterly Results

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Page
Fans
Response time
Response rate
Answered minus Ignored Questions
Positive Sentiment
Fans
43 714
Response time
43 min
Response rate
92.78 %
Answered minus Ignored Questions
1327
Positive Sentiment
19.21 %
Fans
154 678
Response time
783 min
Response rate
88.33 %
Answered minus Ignored Questions
854
Positive Sentiment
0.63 %
Fans
10 913 398
Response time
20 min
Response rate
97.36 %
Answered minus Ignored Questions
682
Positive Sentiment
0.97 %
Fans
533 231
Response time
303 min
Response rate
92.18 %
Answered minus Ignored Questions
593
Positive Sentiment
0.85 %
Fans
599 469
Response time
52 min
Response rate
91.57 %
Answered minus Ignored Questions
592
Positive Sentiment
1.12 %
Fans
234 284
Response time
121 min
Response rate
94.11 %
Answered minus Ignored Questions
539
Positive Sentiment
2.62 %
Fans
205 537
Response time
146 min
Response rate
97.46 %
Answered minus Ignored Questions
449
Positive Sentiment
0.63 %
Fans
2 471 292
Response time
56 min
Response rate
93.24 %
Answered minus Ignored Questions
448
Positive Sentiment
0.77 %
Fans
8 329 769
Response time
22 min
Response rate
97.75 %
Answered minus Ignored Questions
425
Positive Sentiment
0.90 %
Fans
14 057 099
Response time
103 min
Response rate
84.77 %
Answered minus Ignored Questions
379
Positive Sentiment
3.67 %
Industry Benchmark
Response time
164 min
Response rate
92.96 %
Positive Sentiment
3.14 %

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.

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.

Get Started With Socialbakers

See how the Socialbakers platform will help your business succeed on social media. Our experts will provide you with a personalized walkthrough tailored to your business objectives.