Kenyan firms are ‘socially devoted’
Kenya ranks high in a recent listing of countries where enterprises respond well to customers using social media.
Socialbakers.com looked at the use of social media for customer care, ranking companies by how much they interacted with customers via social media, and how quickly they responded to queries posted via social networking platforms.
Defining good responders as ‘socially devoted’ companies, Socialbakers said a socially devoted firm should:
Be open – make sure its Profile (Page Wall) is open to questions and feedback from fans. Over 25% of global brands close their walls.
Respond to at least 65% of questions – and try to respond to each fan individually.
Respond in time – within 4 minutes is considered ideal.
In a study that assessed questions on the Facebook walls of companies around the world, Socialbakers found companies in Norway had the best response rate, answering queries 87% of the time. Kenya was second overall, with its companies responding 83% of the time. South Africa ranked sixth, responding 73% of the time.
The study found that 7 out of 10 questions fans ask brands on Facebook do not get answered. It also found telecoms companies to be the most socially devoted overall, responding 60.4% of the time. The media was rated the worst sector overall, responding only 4.9% of the time.