As a telecommunications company, our fans often reach out to us on socials for support. By responding and engaging with our customers’ enquiries, we have improved their positive customer sentiment score over time. In Q1 2021, they have achieved a positive sentiment score of 52%, which is 20% higher than the same period last year.
Through effective community management, Dodo is able to respond instantly to customer feedback and issues, which in turns leads to a spike in positive sentiment over time.