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Social Customer Service for the Airline Industry

Our latest report focuses on the social customer service performance of 20 of the world's largest airlines--drawing comparisons between North America and European airlines--providing key insight and recommendations for creating a better social customer service strategy along the way.

Key findings include:

  • North American airlines have a better average response time of 34mins 40secs–compared to a European average response time of 2hrs 5mins.
  • From the 237 direct @ mentions airlines received, 76% were for North American airlines alone.
  • Of all the airlines analyzed, @AmericanAir was the best performer over socialwith an average response time of 4mins 2secs and responding to 65.6% of all direct mentions. 

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