Case Study: TransLink achieves a 1,385% increase in social engagement and improved brand sentiment with Hootsuite

How One Social Media Campaign Increased TransLink’s Brand Sentiment

TransLink, Metro Vancouver’s regional transportation network, needed a better way to listen to riders, improve customer experience, and influence rider behavior across buses, trains and ferries. With growing social conversations and a small team, the challenge was to scale social listening and turn feedback into actionable insights that could shape communications and service decisions.

TransLink integrated Hootsuite Enterprise with Talkwalker, automated daily social scans, created a central content library, and used image-rich posts and Twitter polls—culminating in a Seth Rogen announcement campaign. The effort drove a 1,385% jump in social engagement, a roughly 5% lift in positive brand sentiment (and a similar drop in negative sentiment), a 7.5% increase in ridership, and measurable improvements in rider etiquette.

TransLink

Robert Willis

Manager, Social Media & Digital Content