2014 Social Media Benchmark Study

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Provides a Focus on Government Entities

The Challenge

To maximize the benefits of connecting and communicating with citizens through social media, governmental entities must:

  • Determine whether social media efforts are reaching the target audience
  • Determine which metrics should be tracked in order to measure success and ensure customer satisfaction
  • Identify which tactical efforts have the greatest potential for improving current social media approaches
  • Present a credible plan to internal decision-makers that supports investing in a strong social media strategy
  • Determine which social media practices to implement and prioritize

The Solution

The J.D. Power 2014 Social Media Benchmark Study,SM scheduled to publish in April 2014, measures customer satisfaction with the social media efforts of governmental entities and private companies. The study compares your organization’s results with those of other governmental entities and companies across the private sector in order to highlight best practices that could be of benefit to the government.

The Benefits

The 2014 Social Media Benchmark Study can help you understand how your target audience wants to engage via social media and where you should focus your social efforts. The study can also help you maximize your organization’s efforts by:

  • Objectively defining the key metrics that drive positive customer experiences and determining which areas need improvement, as well as identifying the tactics that are most likely to enhance your organization’s social efforts
  • Ensuring customer satisfaction by understanding how your organization’s social efforts compare with those of other governmental entities and companies in the private sector across all performance levels—and by keeping abreast of best practices
  • Building a strong business case by using quantifiable data in presentations to internal decision-makers that substantiate the value of investing in a strong social media strategy

Government entities included in the study are:

  • Department of Education
  • Department of State
  • Department of Veterans Affairs
  • Department of Defense
    • U.S. Army
    • U.S. Navy
    • U.S. Air Force
    • U.S. Marine Corp
  • Department of Health and Human Services
  • Department of Homeland Security
  • Food and Drug Administration
  • NASA
  • National Institutes of Health
  • The White House
  • Transportation Security Administration
  • General Services Administration