2. eezeer data lab collects, moderates and
aggregates on a real-time basis the public
timeline of twitter feeds of all airline brands
and the consumers interacting with them.
From this source, we provide a complete set
of statistical information on twitter usage in
the airline industry.
3. Section 1 :
ï âBest in classâ :
ï Top performing airline brand with the
greatest number of public tweets
exchanged this month between an
airline and its consumers.
ï Accounts for all the tweets collected :
ï outbound (from airline to consumer)
and
ï inbound (from consumer to airline).
4. Section 1 :
ï 196 airlines have registered, at least, one twitter
account
ï 86 airlines have an active twitter account
5. Section 1 :
ï âAirline Listening Championsâ :
ï the top three airlines having received the most tweets
from consumers.
6. Section 1 :
ï âAirline Talking Championsâ :
ï the top three airlines having sent the most tweets to
consumers.
7. Section 2 :
ï 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.
ï It allows for additional sets of data that permits
other view of the airlinesâ activity over twitter.
8. Section 2 :
ï Comparing October 2011
to August 2011, we see:
ï Public tweets = + 20%
ï Growth comes from the
consumers interacting
more and more with
airlines
9. Section 2 :
ï âTotal number of tweeting airlinesâ :
ï accounts for all the airlines that have created one or
more accounts on twitter.
10. Section 2 :
ï âActive tweeting airlinesâ :
ï some airlines have created accounts that are not yet
active. For eezeer data lab, an âactive tweeting
airlineâ has sent or received an average of at least 5
tweets daily over the month of October 2011.
11. Section 2 :
ï âInbound tweetsâ :
ï is the total number of tweets received by airline
brands from consumers in October 2011.
12. Section 2 :
ï âOutbound tweetsâ :
ï is the total number of tweets emitted by airlines to
consumers in October 2011.
13. Section 2 :
ï âMost Followed Airlineâ
ï twitter accounts can be followed by other twitter accounts.
ï The âMost Followed Airlineâ, âAustralia & Oceania Focusâ is the Australian & Oceania airline with the most
followers at the end of October 2011.
ï âMost Following Airlineâ
ï twitter accounts can follow other twitter accounts, consequently listening to the chatter on the public timeline
of these users.
ï The âMost Following Airlineâ Australia & Oceania Focusâ is the Australian & Oceania airline who follows the
most other twitter accounts at the end of October 2011.
14. Section 3 :
ï eezeer data lab collects, moderates and aggregates the
content of all the tweets to and from airlines brands.
ï These tweets are assigned and rated according to one or more
of six consumerâs category of interest :
ï social conversation,
ï customer service,
ï timeliness,
ï food & entertainment,
ï comfort &security and
ï luggage handling.
ï This section focuses on the tweets from the consumers to the
airlines (incoming tweets).
ï From the moderated tweets, we can calculate for each and
every airline, the nature of the messages sent by consumers.
15. Section 3 :
ï Airlines talk to consumers while consumers tweet their
concerns and satisfactions to airlines.
ï Consumers have « subjects » about which they talk
positively or negatively.
ï Often, airlines answer in a much more neutral manner
16. Section 3 :
ï From a record high of 93.8% in March 2011, consumers tweeted
less about Customer Service in recent months, reducing by nearly
10% to Juneâs result of 83.1%.
ï 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% and a fair drop in September with a
result of 83.9%. October once again saw a drop, a 10% drop and
the lowest result yet for this category with 73%.
17. Section 3 :
ï This category has only decreased ever so slightly from 4.2%
in April to Mayâs result, but saw a 59% increase in June to
7.8%. Juneâs result was slightly less at 6%. August saw a
result of 4.8%, slightly more than in April. September saw a
rise again to 7%. In October we saw the highest result so far
with this category with 11.3%.
18. Section 3 :
ï The category « Food & Entertainment » has decreased a
whole 1% from 3.4% in April to Mayâs result, but has stayed
much the same in June and again in July. In August it was in
fact our Trending Topic of the month with a 10.6% increase to
1.8% and again in September to 3.9%. During October this
category shot up, covering 7.1 %.
19. Section 3 :
ï « 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%. Septembers result matched Augustâ with 1.3%.
During October, Comefort & Security became our
Trending Topic with an increase of 268% to 4.7%.
20. Section 3 :
ï In April 2011, 4.3 % of the tweets mentioned « Baggage
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 Mayâs result as was Septemberâs
result. In October the result remained much the same
with 4.0%.
21. Section 4 :
ï As tweets are assigned to a consumerâs category of interest,
they are also reviewed and rated by eezeerâs 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.
ï eezeer data lab calculations compare positive and negative
tweets to the total number of tweets received by each airline
for that category of interest.
ï 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.
ï This section, based on October 2011 consumer tweets,
presents the best airline for every category of interest.
