To refresh your memory from a few months ago, along with the Question Response Rate we introduced the metric of Question Response Time. For Facebook to become an inherent part of all marketing activities, it’s necessary to approach the platform with full respect and enthusiasm. Therefore, we believe it’s important that brands be able to answer fan questions posted on a Facebook wall, just like they answer queries at their live call center – and that is happening almost immediately.
Now, let’s take a closer look at top brands’ performance in ten major industries on Facebook. In our methodological approach, we measured the average Response Time of the 10 most Socially Devoted brands in each industry.