eezeer data lab collects and analyzes tweets from airline Twitter accounts and their customers to provide statistics on Twitter usage in the airline industry. They track the number of tweets sent and received by each airline, categorize the topics of tweets, and rate tweets as positive, neutral, or negative. The top performing airlines for receiving tweets from and engaging with customers on Twitter are recognized in different categories such as customer service, timeliness, food and entertainment. Timeliness saw a large growth in tweets while customer service saw a large decrease from March to April. Negative tweets were most common for topics relating to timeliness while comfort and security and customer service saw more balanced positive and negative feedback.
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 twitteraccount 77 airlines have an active twitteraccount
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, wesee : Inboundtweets = stable(from consumer to airlines) Outboundtweets = +25%(from airlines to consumer) Growthcomes from the consumersinteracting more and more withairlines
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 consumerswhileconsumerstweettheirconcerns and satisfactions to airlines. Consumers have « subjects » about whichthey talk positively or negatively. Often, airlinesanswer in a much more neutralmanner
16. Section 3: Between March 2011 and April 2011, tweetsreferring to « Timeliness » issues grewconsiderably Over the sameperiod, tweetsreferring to « Customer Service » decraseddrastically Consumers are tweeting more preciserequests to airlines
17. Section 3: From a record high of 93.8% in March 2011, consumerstweetedless about Customer Service in April 2011.
18. Section 3: Measuredat 1.2% of the tweets in March 2011, thiscategory of tweets has almost been multiplied by 4. It isourmonthly « TrendingTopic ».
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 tweetsmentioned « Luggage Handling » concerns. This categoryalmostdoubled 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, wefind : 4 North American airlines, 3 Europeanairlines, 3 Asian Pacific airlines
24. Section 4: 2nd : West Jet Airlines (105.1), 3rd : Porter Airlines (105.1) In the top 10 airlines, wefind : 4 North American airlines, 3 Europeanairlines, 3 Asian Pacific airlines
25. Section 4: 2nd : Spice Jet (103.7), 3rd : Jet Airways (102.1) In the top 10 airlines, wefind : 5 North American airlines, 3 Europeanairlines, 2 Asian Pacific airlines
26. Section 4: 2nd : Cebu Pacific (111.4), 3rd : Alaska Airlines (111.0) In the top 10 airlines, wefind : 7 North American airlines, 1 Europeanairlines, 2 Asian Pacific airlines
27. Section 4: 2nd : Frontier Airlines (112.6), 3rd : West Jet Airlines (106.4) In the top 10 airlines, wefind : 7 North American airlines, 2 Europeanairlines, 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.
