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 :
‘Best in class’ :
Top performing airline brand with the
greatest number of all the 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. Section 1 :
184 airlines have registered, at least, one twitter
account
77 airlines have an active twitter account
5. Section 1 :
‘Airline Listening Champions” :
the top three airlines having received the most tweets
from consumers.
6. Section 1 :
‘Airline Talking Champions” :
the top three airlines having sent the most tweets to
consumers.
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. Section 2:
Comparing April 2011 to
March 2011, we see :
Inbound tweets = stable
(from consumer to airlines)
Outbound tweets = +25%
(from airlines to consumer)
Growth comes from the
consumers interacting more
and more with airlines
9. Section 2:
‘Total number of tweeting airlines’ :
accounts for all the airlines that have created one or
more accounts on twitter.
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 April 2011.
11. Section 2:
‘Inbound tweets’ :
is the total number of tweets received by airline
brands from consumers in April 2011.
12. Section 2:
„Outbound tweets‟ :
is the total number of tweets emitted by airlines to
consumers in April 2011.
13. Section 2:
‘Most Followed Airline’
twitter accounts can be followed by other twitter accounts.
The “Most Followed Airline” is the airline with the most followers at the end of April 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” is the airline who follows the most other twitter accounts at the
end of April 2011.
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. 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. Section 3:
Between March 2011 and April 2011, tweets referring to
« Timeliness » issues grew considerably
Over the same period, tweets referring to « Customer
Service » decrased drastically
Consumers are tweeting more precise requests to airlines
17. Section 3:
From a record high of 93.8% in March 2011,
consumers tweeted less about Customer Service in
April 2011.
18. Section 3:
Measured at 1.2% of the tweets in March 2011, this
category of tweets has almost been multiplied by 4.
It is our monthly « Trending Topic ».
19. Section 3:
The category « Food & Entertainment » has doubled
as the subject of tweets (April 2011 vs March 2011).
20. Section 3:
From a record high of 1.1% in March 2011 to 2.2%
in April 2011, « Comfort & Security » is a rising item
of concern.
21. Section 3:
In March 2011, 2.2 % of the tweets mentioned
« Luggage Handling » concerns. This category
almost doubled in April 2011.
22. 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 April 2011‟s consumer tweets,
presents the best airline for every category of interest.
23. Section 4:
2nd : Air France (107.0), 3rd : West Jet Airlines (106.7)
In the top 10 airlines, we find :
4 North American airlines,
3 European airlines,
3 Asian Pacific airlines
24. Section 4:
2nd : West Jet Airlines (105.1), 3rd : Porter Airlines (105.1)
In the top 10 airlines, we find :
4 North American airlines,
3 European airlines,
3 Asian Pacific airlines
25. Section 4:
2nd : Spice Jet (103.7), 3rd : Jet Airways (102.1)
In the top 10 airlines, we find :
5 North American airlines,
3 European airlines,
2 Asian Pacific airlines
26. Section 4:
2nd : Cebu Pacific (111.4), 3rd : Alaska Airlines (111.0)
In the top 10 airlines, we find :
7 North American airlines,
1 European airlines,
2 Asian Pacific airlines
27. Section 4:
2nd : Frontier Airlines (112.6), 3rd : West Jet Airlines (106.4)
In the top 10 airlines, we find :
7 North American airlines,
2 European airlines,
1 Asian Pacific airlines
29. Section 5:
Once attributed to a consumer
category of interest, tweets can
have a positive, neutral or
negative appreciation of the
item by the consumer.
« Comfort & Security » is the
top rated category by
consumers where positive
appreciation are more important
than negative appreciation.
30. Section 5:
In a general manner, we can
say that consumers tweet
almost equally satisfaction and
dissatisfaction when they tweet
about airline‟s « Customer
Service ».
31. Section 5:
When a consumer tweets an
airline and the subject of it
relate to « Timeliness », more
than likely, its appreciation
will be negative.
This month it appears to have
been the most negatively
appreciated item.
