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
10 990 401
Response time
5 min
Response rate
99.78 %
Answered minus Ignored Questions
1365
Positive Sentiment
10.83 %
Fans
148 545
Response time
1578 min
Response rate
81.99 %
Answered minus Ignored Questions
1197
Positive Sentiment
3.49 %
Fans
169 098
Response time
563 min
Response rate
98.1 %
Answered minus Ignored Questions
1164
Positive Sentiment
19.34 %
Fans
119 703
Response time
158 min
Response rate
99.4 %
Answered minus Ignored Questions
988
Positive Sentiment
19.64 %
Fans
598 675
Response time
43 min
Response rate
96.49 %
Answered minus Ignored Questions
874
Positive Sentiment
6.19 %
Fans
8 401 401
Response time
5 min
Response rate
100 %
Answered minus Ignored Questions
855
Positive Sentiment
13.20 %
Fans
N/A
Response time
787 min
Response rate
87.62 %
Answered minus Ignored Questions
833
Positive Sentiment
0.18 %
Fans
12 238 589
Response time
7 min
Response rate
95.91 %
Answered minus Ignored Questions
830
Positive Sentiment
14.45 %
Fans
N/A
Response time
1310 min
Response rate
88.41 %
Answered minus Ignored Questions
756
Positive Sentiment
22.40 %
Fans
233 948
Response time
243 min
Response rate
94.31 %
Answered minus Ignored Questions
717
Positive Sentiment
19.53 %
Industry Benchmark
Response time
469 min
Response rate
94.20 %
Positive Sentiment
12.93 %

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.