Airtel Kenya has been named one of the top brands on social media garnering a response rate of 92 per cent and 89 percent on both Facebook and Twitter respectively, according to a report for the quarter ending December, 2014.
Put together by Social Bakers, a global provider of social media analytic tools, statistics and metrics, the report usually lists companies that demonstrate social devotion in their regions by opening up to customers, receiving and responding to questions within the shortest time possible.
The report also considers the Likes, Comments and Shares of a post of a particular brand on the social platforms as well as the total number of fans that the post reached at the time of posting as part of their survey.
Managing recognition as one of the brands in the region that engages customers most on the social media platforms, Airtel scored 98 percent for Facebook and 86 percent for Twitter as its rate of engagement generated by fans.
According to Social Bakers, the engagement rate seeks to translate how well the fans of an organization interact with the content that is posted by companies on their social media platforms.
“Quick, satisfactory and personalized response to our customers’ queries is one of the key areas that has contributed this success,” said Adil El Youssefi in a statement. “We will continue to improve on our online customer engagement making it easy for customers to engage with the brand.”
The telco recorded an improvement in its average response rate to customers’ issues that now stands at 13 minutes for Facebook and 7 minutes for the Twitter platform.
2015 has seen the telecom continue in its initiatives to improve the lives of people in the society, that led to various awards for the company in 2014, with the most recent being a partnership with the Albinism society of Kenya to provide free internet.
The new partnership, which was entered last week, is aimed providing seamless and effective internet connection to the organization, giving its members the freedom to freely interact with the internet.