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Monthly Social Media Monitoring Report

Monthly Social Media Monitoring Report. Introduction. Period 24 April 2012 – 23 May April 2012 Region Kuwait Languages Arabic & English Channels Facebook, Twitter, Youtube, Blog. Research Methodology

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Monthly Social Media Monitoring Report

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  1. Monthly Social Media Monitoring Report

  2. Introduction Period 24 April 2012 – 23 May April 2012 Region Kuwait Languages Arabic & English Channels Facebook, Twitter, Youtube, Blog Research Methodology This report monitored all Arabic and English language content on Wataniya’s social channels in Kuwait. The report also tracks the social media engagement by analyzing users and numbers.

  3. Overall • The Blog’s traffic has remained unchanged • Facebook grew at a faster pace than previous months • Wataniya remains the most popular telecom on Twitter and Facebook

  4. twitter Insights 38,676 Followers (↑6,580 New Followers) Although VivaTelecom is not really growing, Zain has started to acquire more followers (14th May)

  5. twitter Insights • This graph depicts the number of people each company is following. WataniyaTelecom has to follow people for help desk purposes but rarely unfollow them when the issue is resolved. Following that many people does not look good for a telecommunications company like Wataniya.

  6. twitter Insights Country and gender demographics 70% of users are from Kuwait. Followed by 4% from Egypt and 4% from India. Other users are registered from Brazil, Philippines and Argentina. The number of female followers has increased by 2%

  7. twitter Buzz Retweets Our audience loves contests and they participate if the prize is worth it. We built trust during GiveKuwait contests and people expected more from us. 90 RTs 61 RTs 45 RTs 41 RTs Following this tweet, we had a Samsung competition where over 250 people participated. We were the first telecom to release anything on social media about the much anticipated Samsung SIII device. Hamad’s influence played a part in getting this video out to people. This account has 143,235 followers and put out several negative tweets about @WataniyaTelecom

  8. twitter Key Takeaways • Twitter followers have increased by 21.7% during the month of May. • Help desk continues to assist people in a timely manner • WataniyaTelecom continues to gain followers on Twitter, due to contests and giveaways • Negative feedback came from SMS ads received by users like Wataniya’s chat service • Wataniya should start unfollowing users that got their issues resolved

  9. YouTube Key Takeaways • Total views in May: 39,761 • Gender: Male 70.4% | 29.6% Female • Most Viewed Video: Samsung Galaxy SIII

  10. YouTube Key Takeaways • Mobile apps play a major role in traffic. People share videos on Twitter, whatsapp, BBM • 18% of the people who see our videos watch them on our blog or if they’re embedded on a website

  11. YouTube Key Takeaways • Viva uploaded 13 videos on Manchester United Academy. The views are less than 100 • Zain has not posted anything since the flash mob except for the Samsung Galaxy SIII TVC. The video has ~800 views • The male to female ration watching Wataniya Telecoms has increased, this could be due to the Samsung SIII video • The views increased by 8,000 in comparison with last month

  12. FacebookInsights • People talking about Facebook Wataniya has increased significantly. • The amount of people Wataniya is reaching on the Facebook Page is on a steady rise. • The total amount of likes has increased by approximately 5,000 likes from last month which is more than triple the amount of Likes increase last month.

  13. FacebookBuzz Maxpress Promotion (Ad based) How-to recharge your prepaid (Ad based) Maxpress Promotion with kid (Ad based) Samsung Galaxy SIII Video by Hamad Dust Storm Tips - English Dust Storm Tips - Arabic IKEA Wataniya Rewards Galaxy SIII Expectations post

  14. FacebookInsights Country Demographics

  15. FacebookInsights Tracking “likes” • Ads continue to generate the most amount of likes on our Facebook Page • The most amount of likes was on 5/10 with 441 Likes. • Due to high engagement on the Facebook Page this month (Dust Storm), the Facebook page was the second best source of Likes.

  16. FacebookKey Takeaways • Samsung Galaxy SIII related posts reach a big portion of the audience • The most amount of likes was on 5/10, a day after we posted we have job openings and our booth at GUST • Our demographics have remained the same in comparison to last month • The Dust Storm Tips that were in Arabic and English gained the biggest amount of engagement. People shared the tips with friends • Top engagement Facebook status was Dust Storm Tips(English) with 813 likes,130 comments and 867 shares

  17. Blog Insights • Unique visitors remained constant in comparison to last month • The average visit duration is still unchanged • The amount of new visitors has increased by more than 2%

  18. Technical Profile & Traffic Blog Insights • Traffic from users using Internet Explorer has increased significantly • Chrome is now the most popular browser followed by Mozilla Agent (Firefox)

  19. Landing Pages Blog Insights • Jeremih Spot the Difference contest increased traffic to the blog significantly. • How to recharge your line post generated the most traffic in comparison to other blog posts • Three of the top 10 posts were relating to Samsung Galaxy SIII

  20. Exit Pages Blog Insights • Most people are submitting their answers in spot the difference contest then leaving. We should redirect people who submitted the answer to the homepage or wataniya.com

  21. Referrals Blog Insights • Facebook remains the biggest traffic source for Wataniya blog • Users are starting to come from winsight to different blog posts

  22. Blog Key Takeaways • Traffic has remained unchanged in comparison to last month • Browsers generate more traffic than smart phones • 74% of visitors are new while 26% of visitors are returning visitors • May 4th generated the most amount of traffic. May 4th was a Friday • Engagement in comments has increased significantly

  23. Samsung Related Activity Total views on Hamad’s video on YouTube was 14,056 • Facebook Activity: • Total amount of likes: 908 • Total amount of comments: 153 • Total amount of shares: 202 • Twitter Activity: • Estimated number of tweets: 195

  24. twitterInsights #IfollowWataniya Sample of positive tweets generated from #IfollowWataniya contest where participants were asked to complete the sentence: #IfollowWataniya _________, for a chance to win a Samsung Galaxy Note. • Number of tweets: 383 • Number of mentions: 243 • Prize: Galaxy Note • 33% of tweets were replies • 21% of tweets were retweets • 45% of tweets were regular

  25. CompetitiveAnalysis YouTube • Wataniya Telecom Total Views: 933,652 Total Subscribers: 474 Total Profile Views: 32,232 Videos Uploaded in May: 15 • Zain Telecom Total Views: 3,148,257 Total Subscribers: 1,123 Total Profile Views: 283,212 Videos Uploaded in May: 1 • Viva Telecom Total Views: 304,215 Total Subscribers: 217 Total Profile Views: 43,063 Videos Uploaded in May: 13

  26. CompetitiveAnalysis Facebook • Wataniya’s Facebook page has become the fastest growing page again in comparison to last month • Viva growth has decreased while Zain’s has remained constant • Wataniya is ahead by almost 15,000 from competitors

  27. CompetitiveAnalysis Twitter • Wataniya has the most amount of followers but is followed closely by Zain • Wataniya currently is increasing at the quickest pace in comparison to competitors • Viva is the least active twitter account between telecoms

  28. CompetitiveAnalysis Twitter/Facebook Zain Most buzz on twitter Tweet generated 108 retweets complaining about zains poor signal service Tweets complaining about Zain’s SMS ads Zain announcing having network maintance generated buzz (possibly adding LTE support) Zain’s Samsung Galaxy SIII pre-order page Most buzz on Facebook Zain’s Samsung SIII Pre-order page Zain sharing Samsung SIII review generated 41 shares Zainannouncing opening in Al Hamra Mall + inviting bloggers to check it out • Viva • Most buzz on twitter • Viva twitter contest: Retweet and you might win iPad 3 – generated the most buzz • Viva twitter contest: Retweet and you might win iPhone 4S • All viva tweets that generated buzz this month were related to the two contestsMost buzz on Facebook • Viva announcing Galaxy S3 • Viva’s Job Opening Event • Viva Manchester United Academy

  29. Complaints Users complain that the Wataniya Rewards program isn’t worth it and people are regarding it as spam A big portion of users dislike getting SMS messages relating to meeting new people and chatting.

  30. Complaints After Wataniya announced a chat conversation with Salwa Al Mutairi users started complaining about it for bringing a disliked celebrity while some took it as a joke.

  31. Complaints Help desk takes too long to respond to inquires when a user complains on Facebook. This is causing negative feedback posts from unsatisfied customers.

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