Airtel Kenya has beaten rival Safaricom in customer care services offered via social media networking sites despite the latter commanding a huge following on twitter and facebook.
Airtel has been recognized as the top Social Media Brand in Africa by the Africa Brand Index.
The award recognizes Airtel Kenya’s outstanding use of social media platforms in engagement and resolution of customer issues.
Airtel Kenya outperformed all the other telecom companies in Africa to become the top Telecommunication brand on Social Media for the month of February.
In the report published online on the Africa Brand Index Website, (http://africabrandindex.com/#/Africa/Telecommunication ), The Africa Brand Index shows Airtel Kenya scored the highest in Community growth, content, engagement and sentiments.
Safaricom has a following of 605,000 on its official company twitter handle with another 403,000 on its customer care handle while Airtel commands only 157,000 followers on its main twitter handle.
The Africa Brand Index is a listing of the top brands on social media each month measured by an aggregate score of dozens of social signals.
The top brands are shown alongside their metrics and leaderboard position, showing the aggregate scores on a monthly basis.
Social media engagement rate measures how well people interact with the content an organization or brand posts on social media platforms such as Facebook, Twitter and many others.
It also provides the platform for users to share comments or express their feeling about a post of a particular brand to the total number of fans of the brand at the time it was posted.
“Our social media teams are dedicated to serve our customers on social media, 24/7, 365 days a year. We are proud of this recognition of their dedication to offer the best service experience to our customers,” said Airtel Kenya CEO Adil El Youssefi.
Airtel also continues to be a socially devoted brand based on recent report from Social Bakers dated October- December 2015 that verifies the company’s 100 per cent response rate on Facebook and 98 per cent response rate on Twitter.