This document provides a summary of key social media metrics and performance for major South African telecom operators (Cell C, MTN South Africa, Telkom, Vodacom South Africa) across Facebook, Twitter, and Instagram from October 1-31, 2016. It finds that MTN South Africa had the largest audience size while Vodacom South Africa had the highest growth. Cell C had the highest engagement. The document also analyzes metrics like posts, likes, comments, customer service response times, and most engaging content for each brand on each platform.

1. Cross Channel
Social Media
Comparison of
South African
Telecom
Operators
Oct - 2016

2. Table of Contents
 Performance Snapshot
 Share of Voice Snapshot
 Audience Size
 Audience Growth
 Engagement
 Volume of Posts
 Likes
 Comments
 Customer Service
 Most Engaging Content
Brands Analyzed in this report include: Cell C, MTN South Africa, Telkom, Vodacom South Africa
Oct 01, 2016 - Oct 31, 2016

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4. Oct 01, 2016 - Oct 31, 2016
Performance Snapshot
Network
Highest Audience
Size
MTN South Africa MTN South Africa Vodacom South Africa
Highest
Growth
Vodacom South
Africa
Cell C Cell C
Highest
Engagement
Cell C Cell C MTN South Africa

5. Oct 01, 2016 - Oct 31, 2016
Share Of Voice Snapshot
Network
Most Number of
Posts
Vodacom South
Africa
Telkom Cell C
Most Number of
Likes
MTN South Africa MTN South Africa Cell C
Most Number of
Comments
Cell C MTN South Africa Cell C

6. 0.00M 0.20M 0.40M 0.60M 0.80M 1.00M 1.20M 1.40M
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook
Audience Size
Oct 01, 2016 - Oct 31, 2016

7. Audience Growth
Oct 01, 2016 - Oct 31, 2016
0.00% 2.00% 4.00% 6.00% 8.00% 10.00% 12.00% 14.00% 16.00% 18.00%
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook

8. Engagement
Oct 01, 2016 - Oct 31, 2016
0 200 400 600 800 1000 1200 1400 1600
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook

9. Number Of Posts/Tweets
Oct 01, 2016 - Oct 31, 2016
0 100 200 300 400 500 600 700
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook

10. Total Likes
Oct 01, 2016 - Oct 31, 2016
0 10000 20000 30000 40000 50000 60000 70000 80000
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook

11. Total Comments
Oct 01, 2016 - Oct 31, 2016
0 2000 4000 6000 8000 10000 12000
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Instagram Twitter Facebook

12. Customer Service – Reply Time (inminutes)
Oct 01, 2016 - Oct 31, 2016
0 1000 2000 3000 4000 5000 6000 7000 8000
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Twitter Facebook

13. Customer Service – Response Rate
Oct 01, 2016 - Oct 31, 2016
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Cell C
MTN South Africa
Telkom
Vodacom South Africa
Twitter Facebook

14. Most Engaging Facebook Posts
MTN South Africa
12-OCT-16, WED 7:17AM
Let's see if you can name this Cassper
track. COMMENT with your answer!
#FillUpOrlandoStadium
ENGMT
.
LIKES COMMENT
S
SHARES SENTIMENT
19,52015,650 624 75 Uncategorize
d
Cell C
25-OCT-16, TUE 4:01AM
What is your favourite dessert? #ChooseDay
A) Cake
B) Ice Cream
C) Choc Brownies
D) Macaroons
Telkom
23-OCT-16, SUN 6:00AM
Whaaat – you haven’t heard that we’re
giving away 10 FREE data vouchers?
Simply comment below and ..
ENGM
T.
LIKES COMMENT
S
SHARE
S
SENTIMENT
18,12
7
8,537 1,752 83 Uncategorized
ENGM
T.
LIKES COMMENT
S
SHARESSENTIMENT
15,08
4
2,809 2,315 70 Uncategorized

15. Get 15 GB for R199pm x 24 when you
tweet @TelkomZA and
#TheBigDeal this month.
https://t.co/0Hfbinp..
20-Oct-16, Thu 04:21AM
ENGMT. FAV. REPLIES RETWEETS
982 235 132 301
Most Engaging Tweets
Stand a chance to WIN a ticket for you
and a friend to
#FillUpOrlandoStadium with
@CassperNyovest o..
Guess what the correct answer is using
#CellCChallenge and you could win
2GB of data! T&C's Apply h..
21-Oct-16, Fri 07:23AM
ENGMT. FAV. REPLIES RETWEETS
980 323 54 1,290
20-Oct-16, Thu 04:01AM
ENGMT. FAV. REPLIES RETWEETS
794 135 319 63
Telkom MTN South Africa Cell C

16. Congratulations to all the #MissSA2017
semi-finalists! Who do you think the
next @Official_MissSA w..
13-Oct-16, Thu 06:20AM
ENGMT. LIKES COMMENTS FILTER
346 85 8 Normal
Most Engaging Instagram Posts
Guess what the correct answer is using
#CellCChallenge and you could win
2GB of data! T&C's Apply
13-Oct-16, Thu 03:34PM
ENGMT. LIKES COMMENTS FILTER
335 106 9 Normal
20-Oct-16, Thu 04:06AM
ENGMT. LIKES COMMENTS FILTER
332 12 22 Normal
Cell C MTN South Africa Cell C
All eyes are on these beauties tonight,
will you be getting one soon?
#iPhone7launch #iphone7plus #..

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18. Thank You
For a detailed analysis on any of the brands
included in this report, please contact us at
info@whysatisfy.com

19. Engagement is the measure of audience responses to a brand's content and activity
on a social network. To calculate the engagement score, we weigh audience
interactions on brand content such as Likes, Comments, Shares, based on their
importance. We then divide their weighted sum by our estimate of the number of
brand fans who actively receive and view such content.
Appendix – Unmetric’s Engagement Score
(Likes × 1 + Comments × 5 + Shares × 10) × 10000
(Community size) 0.8
Twitter: (Favorite x 1, Reply x 5, Retweet x 10)
Instagram: (Likes x 1, Comments x 5)
Facebook: