[Infographic] Airlines on Twitter – April 2011 data reveals the need to focus on Customer Service

Continuing our coverage and analysis of the dynamic social media landscape for airlines, we’ve released the April 2011 Airlines on Twitter report with Eezeer. Data around airlines on Twitter this month reveals a few stark facts:

  1. 99.8% of all tweets are about service item issues – like flight delays, baggage inquiries and other customer service issues that’d typically go to the call center
  2. While the number of airlines on Twitter has increased 10% to 184, 27 of all airlines make up 80% of the tweets (this number stood at 30 last month)
  3. While Delta still remains the airline receiving and sending most tweets, it only replied to 11% of the tweets it received, as compared to 18.2% last month
  4. While there’s a 250% increase in tweets about Timeliness, it is also the worst rated item in terms of satisfaction, with a score of -81.6
  5. Air New Zealand has the highest global satisfaction score of 107.6 this month, unseating Cathay Pacific, which scored 107.7 last month

More interesting data and facts in the infographic below. Enjoy!

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Shashank Nigam

Shashank Nigam

Shashank Nigam is the CEO of SimpliFlying and a globally sought-after consultant, speaker and thought-leader on airline branding and customer engagement strategy. He is also the youngest winner of the Global Brand Leadership Award and has addressed senior aviation executives globally, from Chile to Canada and from Sydney to San Francisco. Shashank's perspectives have found their way into major media outlets, including CNN Travel, CNBC, MSNBC, Bloomberg UTV, Mashable and in leading publications like Airline Business, ATW, Aviation Week, and others. Shashank studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Hailing from India, he splits his time between Singapore and Vancouver, among other cities.
Shashank Nigam
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Showing 5 comments
  • Paul Saunders

    Thanks for posting. One small suggestion: It would be useful to see an indication on the direction each metric is moving especially on trending topics and satisfaction score. Otherwise an intriguing infographic. Thanks again

    • Shashank Nigam

      Point well taken Paul – let’s try to work that in the next edition 🙂

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