The Africa Brand Index, a listing of the most successful brands in Africa on social media, has recognized Airtel as the top Social Media Brand in Kenya. The index utilizes key metrics such as community growth, content engagement, sentiment and dozens of others to perform the ranking. The telco received the nod based on its growth and response rate on the rankings provided by the index as shown in the link:

Vodacom South Africa emerged as the top telecommunications brand in the continent on social media with Airtel Kenya bagging second spot followed by MTN South Africa in third place. Airtel Kenya was also recently recognized by Socialbakers as a global best practice case study on social care as a result of its performance in serving customers online. According to Airtel Kenya CEO Adil El Youssefi, their success in social media is driven by the value they place on customer satisfaction.

Airtel was singled out as being socially devoted and receptive to its customers, receiving and responding to questions and communicating within the shortest time possible. A brand qualifies to be Socially Devoted if it responds to at least 65 percent of audience questions on Facebook and/or Twitter. Social media networks, more so Facebook and Twitter have become popular gateways for customer seeking help or updates in needy situation and as a result of this, brands that are committed to their customers and have the capabilities have tapped into them.