Kenya And South Africa Are Among The Best Social Customer Care Countries [REPORT]
Customer care across social media is influenced by a brand’s industry, it’s approach and the cultural context.
A recent survey by SocialBakers highlights the most socially devoted countries on Facebook, based on their brand’s response rate to questions asked by their fans on the most popular social networking site.
According to the report released today, three European, two African and two Latin American countries have the best Response Rate to questions asked by fans of their brands on Facebook.
During the months of March to May 2012, brands in Norway received 13 thousand questions, out of which 87% were responded, while Sweden got 77% of questions responded and the Netherlands for 74% response rate.
In Africa, Kenya had 83% of questions responded, which shows it is the best social customer care country in Africa, followed by South Africa with 73% response rate.
Argentina and Peru had the most questions responded from brands on Facebook in Latin American countries, followed by Mexico (47%) and Columbia (40%) with decent customer care on Facebook.
Being “Socially Devoted” is a new industry standard developed by SocialBakers which concerns every company in the world — from brands to media companies, movies, but is mostly focused around companies providing services to customers – airlines, automobile, telecom, infrastructure, and others.
The response rate was calculated based on the percentage of user wall posts that get responded by the company. The data was taken from the brands’ Facebook pages in these countries from March 1 2012 to May 30, 2012.