London, UK (PRWEB UK) 16 March 2012
social media research specialist DigitalMR releases first media report in the UK ever annual Social Banking on what customers are saying about the UK major banks online. DigitalMR analyzed over 200,000 customer comments on banks high street in January-December 2011 full report covers:
Share of votes for all banks.
The monthly trend of the top 10 banks.
Top 10 Topics by number of mentions.
The disruptive forces that users of social networks have on banks.
Individual focusing of the 10 largest banks.
Social media presence.
Strategy Recommendations for the use of media for social research.
For the first time, British banks will be able to assess customer perceptions of their performance against that of their competitors through a series of criteria for all of 2011
DigitalMR Group Managing Director, Michalis Michael commented: “This report provides a national reference point for how banking brands are perceived by customers online. Banks attracting criticism will be able to use the analysis to find out how they can improve their competitive position. “
Report Highlights
The five largest banks in the United Kingdom who receive the largest share of online mentions:
HSBC (14.4%)
Lloyds TSB (13.5%)
Halifax (10%)
RBS (9.6%)
Santander UK (9%)
There is a large difference in the positive and negative mentions that some banks attract. HSBC (9.5%), Halifax (9.5%) and Lloyds TSB (7.8%) received the largest share positive messages.
However, both HSBC (12.1%) and Lloyds TSB (10.8%) received a relatively higher proportion of negative comments. Conversely Halifax represented only 6.2% of negative comments over a much larger proportion (9.5%) of those positives.
The top 5 most discussed through January to December topics were:
loans
credit cards
Customer Service
Online Banking
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net sentiment score
The difference in the number of positive messages to each bank attracts negative, giving it a score of net sentiment (NSS). NSS is an overall percentage of net positive posts. Top 10 banks measured in 2011, the three best performances in terms of the highest NSS implementation were:
ING Direct 57.5%
Halifax 43.3%
Clydesdale Bank 41.7%
The Royal Bank of Scotland was the only bank in the Top 10, which achieved a NSS with negative (-2.1%). The next lowest was Bank of Ireland with a NSS of 0.5%.
The report
DigitalMR (powered by SociaNuggets ) analyzes thousands customer feedback posted by a range of relevant finance related and open access platforms of social media websites. It measures not only the number of comments posted by consumers on the Internet, but also the feeling – these posts are positive or negative.
Results are based on comments posted by consumers on the major UK banks, including Lloyds TSB, HSBC, Halifax, NatWest, Bank of Ireland, Santander, Barclays, RBS, ING Direct, Clydesdale Bank, Saxo Bank, American Express, First Direct, Bank of Scotland, Abbey, Northern Rock, Northern Bank and Alliance and Leicester.
For more information on the full report, content and other data click here
Contact
For further information on the UK Banking Social Media Report.
Michalis A. Michael
mmichael (at) digital-mr (dot) com
Tel: +44 751 571 0370
http://www.digital-mr.com
About DigitalMR
DigitalMR understands what people think and feel when they share views online. He is a specialist agency which provides a holistic approach to market research based on the Web. He specializes in the use of social media research, especially active web-listening, and online communities to enhance its business consulting approach. The agency has developed new methods in online focus groups as well as tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and Group MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, and Columbus Ohio, in the United States.
About SocialNuggets
SocialNuggets technology provides real-time market intelligence for fast moving industries by analyzing data from various social media sources with a mission to liberate social media data and sentiment analysis for use in real-time research of brands, products and features. SocialNuggets delivered ready to use market intelligence for various industry sectors, including consumer electronics and banking. SocialNuggets data is delivered in bite size, ready-to-consume, infographics and is also available as full access to our data warehouse for analysis and integration with customer data . SocialNuggets, a company Serendio, was founded in 2011 and headquartered in Santa Clara, California For more information, please visit http://www.SociaNuggets.net
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