A Detailed Analysis of Social Media Metrics: Qantas Airways

This report provides a comprehensive analysis of Qantas Airways' social media metrics, examining their strategies for customer engagement and feedback collection. It defines social media metrics in the context of Qantas, emphasizing their role in promoting services and understanding customer preferences. The report explores the purpose of these metrics, highlighting their use in improving stakeholder relationships and gathering valuable operational insights. It discusses the usefulness of social media metrics in evaluating activities, making direct communication with customers, and improving service delivery. Furthermore, it delves into the benefits, such as understanding market positions, and the shortcomings, including potential for negative feedback and misinformation. The analysis also covers the Net Promoter Score (NPS) as a measure of customer loyalty and the Return on Investment (ROI) of social media efforts. The report concludes by recommending strategies for Qantas Airways to leverage social media metrics effectively, including the use of tools like Google Alerts and Pinterest, to achieve its business objectives. The report is contributed by a student to be published on the website Desklib. Desklib is a platform which provides all the necessary AI based study tools for students.

Running Head: SOCIAL MEDIA METRIC OF QANTAS AIRWAYS 1
Social Media Metrics of Qantas Airways
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Analysis of Social Media Metrics Qantas Airways
Qantas Airways remains to be the largest airlines around the global society and serves
thousands of passengers daily. The use of social media metrics in the corporation continues to
receive massive comments daily from the company’s customers. Qantas Airways has been
using various social media sites to promote their operations. The use of social media metrics
by Qantas Airways has given its targeted and loyal customers the best option to receive any
service from their place of comfort (Mickhail, 2012). Besides, the company uses social media
metrics in promoting their activities around the global business society.
Definition of Social media metrics of Qantas Airways
In Qantas Airways, social media metric involves the addition of stakeholders into the
portal or page that it creates in the social working sites. The creation of company’s page in
the social media makes several stakeholders follow its operations that later leads to the
promotion of its services. The use of social media metrics by Qantas Airways makes the
public to understand its rates of flights and services (Mickhail, 2012). Besides, the social
media metrics of Qantas Airways allows its customers to post their status on the social page
of the company for any service that they wish to receive or that they had received.
Purpose of social media metrics of Qantas Airways
The primary objective of social media metrics of Qantas Airways is to improve the
relationship of the company with its stakeholders that can access the social sites regularly.
Qantas Airways can enhance their positioning of their services by targeting as well as
improving their relationships with various stakeholders. The use of social media metrics by
Qantas Airways has allowed many people to learn about the operations of the company and
its functionalities (Praude & Skulme, 2015). The use of social media metrics by the company

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helps it getting the information from the targeted customers on how they can improve or
maintain their operations.
Information gathered through social media metrics of Qantas Airways
Qantas airways use social media metrics collecting information from its loyal
customers. The collected information through the social media metrics by Qantas Airways
enables the company to identify significant data that concerns their operations. The company
has ensured that they build them as the strong presence in the application of social media
platform together with the updated software system that allows its management to receive
feedbacks from their esteemed clients.Qantas Airlines uses social media metrics to giving
updates that concern their wide range of services (Lawrance et al., 2017). Therefore, the use
of social media metrics of Qantas Airways allows the management and its customers of the
corporation to comment their suggestions against the posts of the top executive.
Usefulness of metrics of common media of Qantas Airways
The uses of societal media metrics by Qantas Airways form major device operations
of the company. The applicaion of common media metrics allows management of Qantas
Airways to evaluate every activity and service in the appropriate as well as in an efficient
approach (Peters et al., 2013). For instance, application of societal medium metrics allows
Qantas Airways to judge the opinions from their targeted customers. Social media has
enabled the Qantas Airways to make a direct communication with his clients as opposed to
many organizations and this has allowed the organization to increase its revenue. The
negative comments received through social media by the Qantas Airways have allowed its
management to assess their service quality leading to the improved service delivery.
Benefits of societal medium metrics

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The application of common media metrics by the Qantas Airways result to huge
benefits about the management of the organization. The social media metrics have allowed
the management of Qantas Airways to understand their current position in the marketplace.
The ideas of the understanding marketplace have also allowed the management to judge the
overall base of their loyal and targeted clients (Wilburn & Wilburn, 2015). Therefore,
understanding of operational activities through the application of common media metrics has
enabled Qantas Airways to make the sound as well as fruitful strategies over the matter.
Shortcoming of social media metrics
Several flaws result from the use of social media metrics by the Qantas Airways. It
leads to poor feedback from the company’s clients, and this hampers the social values along
with the reputations of the processes of conducting company’s operations. In some cases,
customers tend to make false comments, and this could lead to a massive issue for the
operations of Qantas Airways (Praude & Skulme, 2015). Besides, comments negatively target
individuals within the organization can affect the company’s reputation and goodwill.
Net Promoter Score of Qantas Airways
Social media acts as a net promoter score for the operations of the Qantas Airways. It
allows the company to understand the loyalty of its clients. Therefore, the score of the net
promoter can be applicable by Qantas Airways to gain the extra attention of customers while
judging the comments of their customers (Peters et al., 2013). However, the significant
disadvantage that results in the use of social media metrics by Qantas Airways is that it can
lead to conflict situation when the organization is unable to execute all sorts of its services in
an organized manner.
ROI of Qantas Airways

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ROI remains to be the essential device through which the management of Qantas
Airways can use in understanding their investment outcome on the social media platforms. It
is the original return in the overall investment on the use of social media metrics (Töllinen &
Karjaluoto, 2011). Qantas Airways uses the process of RIO in gaining appropriate
understanding concerning the issue as well as in justifying results of obtained results.
Social Media goals of Qantas Airways
Therefore, social media metrics of Qantas Airways remains to be an essential factor
that the company considers to achieve its objectives and targets during its operations.
Moreover, the increment in some posts in the social media metrics of Qantas Airways have
aided it to gain recognition among various clients in marketplaces, and thus the company has
been able to be successful (Ruby et al., 2015). Stakeholders can use the social media metrics
of Qantas Airways to show their concern on matters that affect them about the enterprise.
Findings and Recommendation
It is evident that by the help of social media metrics, Qantas Airways can be able to
gain best feedbacks from the end of their targeted clients. It is necessary for the management
of Qantas Airways to focus on the issues that can make the use of social media to affect their
operations. The management can use the useful tool like the ‘Google Alerts’ to judge their
current state of the business (Wilburn & Wilburn, 2015). Besides, the Qantas Airways can
use “Pinterest” as a social media analytic device as a business advertisement tool.
Conclusion
For Qantas Airways to achieve huge returns during their operations, it should select
the appropriate social media metrics that suite the plan of its needs. The use of social media

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metrics by Qantas Airways should involve the measure in number of posts, number of
followers, number of stakeholder’s comments, the score of the net promoter, along with
return on investment.

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References
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Töllinen, A. and Karjaluoto, H. (2011). Marketing communication metrics for social media.
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Wilburn, K. and Wilburn, R. (2015). Social purpose in a social media world. Journal of
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