1. from

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 :
 186 airlines have registered, at least, one twitter
account
 85 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 June 2011 to
March 2011, we see:
 Inbound tweets = stable
(from consumer to airlines)
 Outbound tweets = +39%
(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 June 2011.

11. Section 2 :
 ‘Inbound tweets’ :
 is the total number of tweets received by airline
brands from consumers in June 2011.

12. Section 2 :
 „Outbound tweets‟ :
 is the total number of tweets emitted by airlines to
consumers in June 2011.

13. Section 2 :
 ‘Most Followed Airline’
 twitter accounts can be followed by other twitter accounts.
 The “Most Followed Airline”, „Europe Focus‟ is the European airline with the most followers at the end of
June 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” Europe Focus‟ is the European airline who follows the most other twitter
accounts at the end of June 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 :
 From a record high of 93.8% in March 2011,
consumers tweeted less about Customer Service in
recent months, reducing by nearly 10% to June‟s
result of 83.1%.

17. Section 3 :
 This category has only decreased ever so slightly
from 4.2% in April to May‟s result, but saw a 59%
increase in June.
 This is therefore, our Trending Topic of the month.

18. Section 3 :
 The category « Food & Entertainment » has
decreased a whole 1% from 3.4% in April to May‟s
result, but has stayed much the same in June.

19. Section 3 :
 « 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.

20. Section 3 :
 In April 2011, 4.3 % of the tweets mentioned
« Luggage Handling » concerns. This category
increased slightly in May 2011 to 3.9% and
increased over 1% in June.

21. 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 June 2011‟s consumer tweets,
presents the best airline for every category of interest.

22. Section 4 :

23. Section 4 :

24. Section 4 :

25. Section 4 :

26. Section 4 :

27. Section 5 :

28. Section 5 :
 When we study consumers
that follow Airlines, we found
that from May to June 2011,
there was a 10.7% increase
in followers.

29. Section 5 :
 When we study Airlines that
follow their Consumers, we
found that from May to June
2011, there was a huge 41%
increase in the number of
accounts that they followed.

30. Section 5 :
 We chose a Best in Class
Airline based on their increased
number of followers.
 Interjet achieved the Best in
Class status as they gained an
increase of 30% followers last
month.