Airlines Monthly Twitter Report August 2011 data


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Airlines Monthly Twitter Report August 2011 data

  1. 1. from
  2. 2. eezeer data lab collects, moderates andaggregates on a real-time basis the publictimeline of twitter feeds of all airline brandsand the consumers interacting with them.From this source, we provide a complete setof statistical information on twitter usage inthe airline industry.
  3. 3. Section 1 :  ‘Best in class’ :  Top performing airline brand with the greatest number of public tweets exchanged this month between an airline and its consumers.  Accounts for all the tweets collected :  outbound (from airline to consumer) and  inbound (from consumer to airline).
  4. 4. Section 1 : 186 airlines have registered, at least, one twitter account 81 airlines have an active twitter account
  5. 5. Section 1 : ‘Airline Listening Champions” : the top three airlines having received the most tweets from consumers.
  6. 6. Section 1 : ‘Airline Talking Champions” : the top three airlines having sent the most tweets to consumers.
  7. 7. Section 2 : Beyond collecting, moderating and aggregating the twitter time line on the conversation between consumer and brands, eezeer data lab, also, monitors the information available directly at twitter on the airlines accounts. It allows for additional sets of data that permits other view of the airlines‟ activity over twitter.
  8. 8. Section 2 :  Comparing August 2011 to March 2011, we see:  Public tweets = + 37%  Growth comes from the consumers interacting more and more with airlines
  9. 9. Section 2 : ‘Total number of tweeting airlines’ : accounts for all the airlines that have created one or more accounts on twitter.
  10. 10. Section 2 : ‘Active tweeting airlines’ : some airlines have created accounts that are not yet active. For eezeer data lab, an “active tweeting airline” has sent or received an average of at least 5 tweets daily over the month of August 2011.
  11. 11. Section 2 : ‘Inbound tweets’ : is the total number of tweets received by airline brands from consumers in August 2011.
  12. 12. Section 2 : „Outbound tweets‟ : is the total number of tweets emitted by airlines to consumers in August 2011.
  13. 13. Section 2 : ‘Most Followed Airline’  twitter accounts can be followed by other twitter accounts.  The “Most Followed Airline”, „United Kingdom Focus‟ is the United Kingdom airline with the most followers at the end of August 2011. ‘Most Following Airline’  twitter accounts can follow other twitter accounts, consequently listening to the chatter on the public timeline of these users.  The “Most Following Airline” United Kingdom Focus‟ is the United Kingdom airline who follows the most other twitter accounts at the end of August 2011.
  14. 14. Section 3 : eezeer data lab collects, moderates and aggregates the content of all the tweets to and from airlines brands. These tweets are assigned and rated according to one or more of six consumer‟s category of interest :  social conversation,  customer service,  timeliness,  food & entertainment,  comfort &security and  luggage handling. This section focuses on the tweets from the consumers to the airlines (inbound tweets). From the moderated tweets, we can calculate for each and every airline, the nature of the messages sent by consumers.
  15. 15. Section 3 : Airlines talk to consumers while consumers tweet their concerns and satisfactions to airlines. Consumers have « subjects » about which they talk positively or negatively. Often, airlines answer in a much more neutral manner
  16. 16. Section 3 : From a record high of 93.8% in March 2011, consumers tweeted less about Customer Service in recent months, reducing by nearly 10% to June‟s result of 83.1%. But we saw a rise in July, making Customer Service the Trending Topic of the month with an increase of 3.73%, with much the same result in August with 88.2%.
  17. 17. Section 3 : This category has only decreased ever so slightly from 4.2% in April to May‟s result, but saw a 59% increase in June to 7.8%. June‟s result was slightly less at 6%. August saw a result of 4.8%, slightly more than in April.
  18. 18. Section 3 : The category « Food & Entertainment » has decreased a whole 1% from 3.4% in April to May‟s result, but has stayed much the same in June and again in July. In August it wa sin fact our Trending Topic of the month with a 10.6% increase to 1.8%.
  19. 19. Section 3 : « Comfort & Security » has nearly halved in concern from a record high of 2.2% in April 2011 to 1.4% in May 2011, but remained much the same in June, with a slight decrease in July and now a slight increase in August to 1.3%.
  20. 20. Section 3 : In April 2011, 4.3 % of the tweets mentioned « Luggage Handling » concerns. This category increased slightly in May 2011 to 3.9% and increased over 1% in June, decreasing slightly in July. In August there was a 1% decrease, matching May‟s result.
  21. 21. Section 4 : As tweets are assigned to a consumer‟s category of interest, they are also reviewed and rated by eezeer‟s moderation team. The rating attributed can be positive, neutral or negative. By aggregating category and rating data, we can rank the airlines on each of these categories of interest. eezeer data lab calculations compare positive and negative tweets to the total number of tweets received by each airline for that category of interest. This method attributes a score to the airline on each category of interest. These scores rank and compare airlines together. A score of 100 represents the average of all airlines in a category. This section, based on August‟ 2011 consumer tweets, presents the best airline for every category of interest.
  22. 22. Section 4 :
  23. 23. Section 4 :
  24. 24. Section 4 :
  25. 25. Section 4 :
  26. 26. Section 4 :
  27. 27. Section 5 :
  28. 28. Section 5 :  Hurricane Irene was a major tweeting event that shook Airlines on Twitter and saw 5001 Tweets on the subject in only 4 days!
  29. 29. Section 5 :  Of these 5001 Tweets, the subjects varied from warnings to support to alligations.
  30. 30. Section 5 :  And We found that the most mentioned Airline was Delta, covering 21.6% of Tweets over this period. Great to see the continuity of Delta‟s performance as they have been our top performers over the past couple of months. We see that once again they appear top of the charts in our August Airlines Monthly Twitter Report.
  31. 31. Section 5 :