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
599 219
Response time
45 min
Response rate
94 %
Answered minus Ignored Questions
1481
Positive Sentiment
3.98 %
Fans
10 980 777
Response time
6 min
Response rate
99.92 %
Answered minus Ignored Questions
1303
Positive Sentiment
3.83 %
Fans
3 897 674
Response time
9 min
Response rate
99.38 %
Answered minus Ignored Questions
1124
Positive Sentiment
2.64 %
Fans
148 725
Response time
770 min
Response rate
86.12 %
Answered minus Ignored Questions
1004
Positive Sentiment
2.16 %
Fans
119 985
Response time
124 min
Response rate
98.32 %
Answered minus Ignored Questions
921
Positive Sentiment
8.60 %
Fans
N/A
Response time
580 min
Response rate
74.1 %
Answered minus Ignored Questions
867
Positive Sentiment
0.22 %
Fans
8 394 236
Response time
6 min
Response rate
99.76 %
Answered minus Ignored Questions
843
Positive Sentiment
3.66 %
Fans
12 234 543
Response time
9 min
Response rate
96.61 %
Answered minus Ignored Questions
798
Positive Sentiment
2.57 %
Fans
N/A
Response time
264 min
Response rate
98.88 %
Answered minus Ignored Questions
698
Positive Sentiment
10.64 %
10
Fans
2 476 775
Response time
136 min
Response rate
86.43 %
Answered minus Ignored Questions
687
Positive Sentiment
0.85 %
Industry Benchmark
Response time
194 min
Response rate
93.35 %
Positive Sentiment
3.92 %

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.