from

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.

‘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).

Section 1 :

184 airlines have registered, at least, one twitter

account

77 airlines have an active twitter account

Section 1 :

‘Airline Listening Champions” :

the top three airlines having received the most tweets

from consumers.

Section 1 :

Section 1 :

‘Airline Talking Champions” :

the top three airlines having sent the most tweets to

consumers.

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.

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

Section 2:

‘Total number of tweeting airlines’ :

accounts for all the airlines that have created one or

more accounts on twitter.

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.

Section 2:

‘Inbound tweets’ :

is the total number of tweets received by airline

brands from consumers in April 2011.

Section 2:

„Outbound tweets‟ :

is the total number of tweets emitted by airlines to

consumers in April 2011.

Section 2:

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.

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.

Section 3:

Airlines talk to consumers while consumers tweet theirconcerns and satisfactions to airlines.

Consumers have « subjects » about which they talk positively or negatively.

Often, airlines answer in a much more neutral manner

Section 3:

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

Section 3:

From a record high of 93.8% in March 2011,

consumers tweeted less about Customer Service in

April 2011.

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 ».

Section 3:

The category « Food & Entertainment » has doubled

as the subject of tweets (April 2011 vs March 2011).

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.

Section 3:

In March 2011, 2.2 % of the tweets mentioned

« Luggage Handling » concerns. This category

almost doubled in April 2011.

As tweets are assigned to a consumer‟s category of interest,they are also reviewed and rated by eezeer‟s moderationteam. The rating attributed can be positive, neutral ornegative. By aggregating category and rating data, we canrank the airlines on each of these categories of interest.

eezeer data lab calculations compare positive and negativetweets to the total number of tweets received by each airlinefor that category of interest.

This method attributes a score to the airline on each categoryof interest. These scores rank and compare airlines together.A score of 100 represents the average of all airlines in acategory.

This section, based on April 2011‟s consumer tweets,presents the best airline for every category of interest.

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

Section 4:

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

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

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

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

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.

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 ».

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.

Section 5: