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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Find out just how efficient is your social customer care and get a personalized certificate!

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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
5 511 360
Response time
9 min
Response rate
89.34 %
Answered minus Ignored Questions
1779
Positive Sentiment
1.46 %
Fans
143 866
Response time
1580 min
Response rate
71.85 %
Answered minus Ignored Questions
1681
Positive Sentiment
4.54 %
Fans
11 042 020
Response time
5 min
Response rate
99.76 %
Answered minus Ignored Questions
1649
Positive Sentiment
19.24 %
Fans
116 384
Response time
143 min
Response rate
99.09 %
Answered minus Ignored Questions
1611
Positive Sentiment
24.51 %
Fans
141 759
Response time
544 min
Response rate
96.28 %
Answered minus Ignored Questions
1466
Positive Sentiment
28.00 %
Fans
8 446 148
Response time
5 min
Response rate
99.93 %
Answered minus Ignored Questions
1454
Positive Sentiment
17.67 %
Fans
2 476 211
Response time
17 min
Response rate
98.3 %
Answered minus Ignored Questions
1310
Positive Sentiment
1.25 %
Fans
233 615
Response time
181 min
Response rate
96.45 %
Answered minus Ignored Questions
1230
Positive Sentiment
26.43 %
Fans
12 223 109
Response time
7 min
Response rate
97 %
Answered minus Ignored Questions
1190
Positive Sentiment
N/A
Fans
600 167
Response time
54 min
Response rate
94.19 %
Answered minus Ignored Questions
1187
Positive Sentiment
6.32 %
Industry Benchmark
Response time
254 min
Response rate
94.22 %
Positive Sentiment
14.38 %

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.

Check If You Are Socially Devoted Too

  • Know your response rate
  • Get Personalized Socialbakers Certificate

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.

Check If You Are Socially Devoted

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.

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