Tag Archives: Bank

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ING Direct is the most popular bank according to customer comments on the Internet, reveals first annual UK Banking Social Media Report by DigitalMR

(PRWEB UK) 22 March 2012

Social media research specialist DigitalMR releases the first ever annual UK Banking Social Media Report on what customers are saying about UK high street banks online. DigitalMR analysed over 200,000 customer comments about high street banks across January to December 2011.

For the first time, UK banks will be able to gauge customer perceptions of their performance against that of their competitors across a range of criteria for the whole of 2011.

DigitalMR Group Managing Director, Michalis Michael commented: “This report provides a national benchmark 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

Top 5 Net Sentiment Score

DigitalMR’s report measures, not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative. The difference in the number of positive to negative posts that each bank attracts, provides it with a Net Sentiment Score (NSS). NSS is an overall percentage score of net positive posts. Of the Top 10 banks measured across 2011, the five best performers in terms of achieving the highest NSS were:

1)    ING Direct 57.5%

2)    Halifax 43.3%

3)    Clydesdale Bank 41.7%

4)    Barclays 37.4%

5)    Santander 26.4%

The Royal Bank of Scotland was the only bank from the Top 10, which achieved a negative NSS with (-2.1%). The next lowest was Bank of Ireland with a NSS of 0.5%.

Overall mentions – top 5 UK banks that receive the highest share of online mentions:

1)    HSBC (14.4%)

2)    Lloyds TSB (13.5%)

3)    Halifax (10%)

4)    RBS (9.6%)

5)    Santander UK (9%)

There is a large difference in the positive and negative mentions that some of the banks attract. HSBC (9.5%), Halifax (9.5%) and Lloyds TSB (7.8%) received the highest share of positive posts.

However both HSBC (12.1%) and Lloyds TSB (10.8%) received a relatively higher proportion of negative comments. Conversely Halifax accounted for only 6.2% of negative comments compared with a much larger proportion (9.5%) of positive ones.

The Top 5 most discussed topics across January to December were:

Loans

Credit Cards

Customer Care

Online Banking

Overdrafts

Loans attracted nearly 15,000 mentions on the internet. However, banks are likely to turn their attention to the topics that attracted a greater number of negative comments. The three most discussed topics with negative mentions were Customer Care, Loans and Bank Employees.

The full report covers:

    Share of voice for all banks.
    Monthly trend for top 10 banks.
    Top 10 Topics by number of mentions.
    The disruptive forces that social network users will have on banks.
    Individual focus of the top 10 banks.
    Social Media presence.
    Recommendations on strategy for the use of Social Media Research.

DigitalMR’s report (powered by SocialNuggets) analysed thousands of customer comments posted via a range of relevant finance related websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also sentiment – whether 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, contents and further 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. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach. The agency has pioneered new methods in online focus groups alongside 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 US.

About SocialNuggets

SocialNuggets technology delivers 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 delivers ready to use market intelligence for various industry verticals including consumer electronics and banking. SocialNuggets data is delivered in bite size, ready-to-consume, infographics and is also available in the form of a full access to our data warehouse for analysis and integration with customers’ data. SocialNuggets, a Serendio company, was founded in 2011 with headquarters in Santa Clara, CA. For more information, please visit http://www.SocialNuggets.net







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Latest Online Research Shows American Express as Most Popular US Bank with a 35% Share of Positive Comments on the Web

Colombus, OH (PRWEB UK) 2 May 2012

DigitalMR analyzed tens of thousands of online customer comments regarding US banks for the month of January 2012. Two thirds of comments monitored were positive (67%) about their customer experiences, compared with 33% being negative about their customer experiences.

DigitalMR’s report (powered by SocialNuggets) analyzes tens of thousands of mentions and customer comments posted via open access social media platforms and relevant finance related websites. It measures not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative.

Results are based on comments posted on the major US banks: CitiBank, Bank of America, Wells Fargo, US Bank, American Express, HSBC, Capital One, Barclays, JP Morgan Chase and US Bancorp.

The banking service brands with the highest share of overall mentions were: Amex (29%), Citibank (20%) and Bank of America (18%).

There was, however, a large difference between the positive and negative mentions that these banks generated. Amex achieves the highest share of positive comments (35%) more than twice its share of negative ones (16%). Conversely, Bank of America attracted more than twice the share of negative comments (28%) to positive ones (13%).

Taking each bank’s positive and negative scores into consideration, Amex achieves the highest Net Sentiment Score (NSS) with 63%, followed by US Bank with 61%. The only bank with a net negative score was Bank of America with a NSS of (-4%).

Ryan Rutan, President of DigitalMR USA commented: “Online sentiment continues to show contrasting pictures of two banks: Amex which is very positive and Bank of America where sentiment is highly negative. This represents a huge challenge for Bank of America to turn this around.”

Data analysis and customer comments

Contact

For regular reports and more information:

Ryan A. Rutan

rrutan(at)digital-mr(dot)com

tel: +1 (614) 638-0216

http://www.digital-mr.com

About DigitalMR

DigitalMR understands what people think and feel when they share views online. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach. The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, and Columbus Ohio, in the US.

About SocialNuggets







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The Halifax is most talked about bank online in January with a 20% share of comments, according to latest web listening report from DigitalMR

London (PRWEB UK) 10 May 2012

For the month of January 2012, DigitalMR analysed thousands of online customer comments about major UK high street banks: Lloyds TSB, HSBC, Halifax, NatWest, Bank of Ireland, Santander, Barclays, RBS, ING Direct, and Clydesdale Bank. Nearly two thirds (64%) of these views are positive about their customer experiences, compared with 36% negative.

The banks that receive the highest share of online mentions are: Halifax (20%), HSBC (17%) and RBS (15%).

DigitalMR’s report (powered by SocialNuggets) analyses thousands of mentions and customer comments posted via open access social media platforms and relevant finance related websites. It measures not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative.

While Lloyds attracts the highest share of negative mentions (19%) it only garners a 10% share of positive comments. Conversely Halifax (21%) received the highest share of positive posts, compared with a 17% share of negative ones.

Taking each bank’s positive and negative scores into consideration, Clydesdale achieves the highest Net Sentiment Score (NSS) with 66%, followed by Bank of Ireland (49%) and ING Direct 41%. Across January only one bank achieved a negative NSS, Lloyds with (-6%).

Managing Director of DigitalMR, Michalis Michael commented: “Although ING Direct consistently achieved the highest Net Sentiment Scores across 2011, it would appear that Clydesdale Bank has made the best start in 2012.”

Data analysis and customer comments

Contact

For regular reports and more information:

Michalis A. Michael

mmichael(at)digital-mr.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. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach. The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, and Columbus Ohio, in the US.

About SocialNuggetts (for more click here)







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First ever annual US Banking Social Media Report from DigitalMR to reveal that American Express is the most talked about US bank on the internet

London (PRWEB UK) 7 August 2012

DigitalMR analysed over two million online customer comments regarding the main US banks from April 2011 to March 2012. DigitalMR’s social media report (powered by SocialNuggets) analyses customer comments posted via a range of relevant finance related websites and open access social media platforms. It measures not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative The full report will cover:


    Customer insights that can help banks shape their marketing and PR strategies
    Share of voice for top 20 banks
    Net Sentiment Score (NSS) for top 20 banks
    Top 10 Topics by number of mentions
    Individual focus on each of the top 20 banks
    NSS by Topic
    Top social media sources by number of mentions
    Breakdown of customer sentiment on Twitter
    Recommendations on strategy for the use of Social Media Research.

DigitalMR Commercial Director, Tom Hogg, commented: “This report will provide a comprehensive set of consumer driven benchmarks, so for the first time, US banks will be able to gauge customer perceptions of their performance against their competitors”.

Report Highlight – Top 5 most talked about US banks on the Internet

American Express 22.3%

Bank of America 20.5%

Citibank NA 18.3%

Wells Fargo 13.2%

HSBC 4.2%

Based on share of 2,145,835 comments

However, as the final report will show, there is a large difference between the positive and negative mentions that these banks generate.

Results are based on comments posted by consumers on the major US banks including: CitiBank, Bank of America, Wells Fargo, US Bank, American Express, HSBC, Capital One, Barclays, JP Morgan Chase Manhattan, Morgan Stanley, TD Bank, PNC Bank, Regions Bank, Discover Bank, Suntrust Bank, Bank One, Orchard Bank, Countrywide Bank, Key Bank USA and Sovereign Bank.

Contact

Tom Hogg

thogg(at)digital-mr(dot)com,

tel: +44 (0) 7580 581 109

http://www.digital-mr.com

About DigitalMR

DigitalMR understands what people think and feel when they share views online. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach.

The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, Warsaw Poland and Columbus Ohio, in the US.

About SocialNuggets

SocialNuggets technology delivers 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 delivers ready to use market intelligence for various industry verticals including consumer electronics and banking. SocialNuggets data is delivered in bite size, ready-to-consume, infographics and is also available in the form of a full access to our data warehouse for analysis and integration with customers’ data. SocialNuggets, a Serendio company, was founded in 2011 with headquarters in Santa Clara, CA. For more information, please visit http://www.SocialNuggets.net







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First ever annual US Banking Social Media Report from DigitalMR and Cicero to reveal that American Express is the most popular bank according to customer comments on the internet

(PRWEB UK) 14 August 2012

DigitalMR and Cicero analysed over two million online customer comments regarding the main US banks and associated financial services companies from April 2011 to March 2012. The social media report (powered by SocialNuggets) analyses customer comments posted via a range of relevant finance related websites and open access social media platforms. It measures not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative. The full report will cover:

    Customer insights that can help banks shape their marketing and PR strategies
    Share of voice for top 20 banks
    Net Sentiment Score (NSS) for top 20 banks
    Top 10 Topics by number of mentions
    Individual focus on each of the top 20 banks
    NSS by Topic
    Top social media sources by number of mentions
    Breakdown of customer sentiment on Twitter
    Recommendations on strategy for the use of Social Media Research.

DigitalMR Commercial Director, Tom Hogg, commented: “A Net Sentiment Score provides an overall benchmark that indicates how well banks are perceived by their customers. In particular, banks recording negative scores need to focus on the areas where they can achieve the biggest gains – areas that are highlighted by the feature level NSS methodology”.

Report Highlights

Top 3 Highest and Lowest Net Sentiment Score

DigitalMR’s report will measure, not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative. The difference in the number of positive to negative posts that each bank attracts, provides it with a Net Sentiment Score (NSS). NSS is an overall percentage score of net positive posts. Among the Top 20 banks the top three best performers in terms of achieving the highest NSS were:

1)    American Express 63%

2)    Orchard Bank 59%

3)    Suntrust Bank 49%

The bottom three performers among the Top 20 banks were:

18) Bank of America (-9%)

19) Sovereign Bank (-10%)

20) Countrywide Bank (-17%)

Results are based on comments posted by consumers on the major US banks and financial services providers including: CitiBank, Bank of America, Wells Fargo, US Bank, American Express, HSBC, Capital One, Barclays, JP Morgan Chase Manhattan, Morgan Stanley, TD Bank, PNC Bank, Regions Bank, Discover Bank, Suntrust Bank, Bank One, Orchard Bank, Countrywide Bank, Key Bank USA and Sovereign Bank.

About DigitalMR

DigitalMR understands what people think and feel when they share views online. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach.

The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, Warsaw Poland and Columbus Ohio, in the US.

About Cicero

Cicero is an international consultancy specialising in corporate communications, digital strategy, government affairs and research services for policy, business and consumer audiences. Our sector focus on financial and professional services provides clients with detailed insights into the issues which shape their marketplace with award-winning outputs aimed at a wide-range of targets including the media, public policymakers and regulators.

About SocialNuggets

SocialNuggets technology delivers 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 delivers ready to use market intelligence for various industry verticals including consumer electronics and banking. SocialNuggets data is delivered in bite size, ready-to-consume, infographics and is also available in the form of a full access to our data warehouse for analysis and integration with customers’ data. SocialNuggets, a Serendio company, was founded in 2011 with headquarters in Santa Clara, CA.







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BCI Bank Revamps Customer Experience Through Wavetecs Digital Signage

Santiago de Chile, Chile (PRWEB) June 04, 2014

Based in Chile, BCI is a financial institution serving customers and clients throughout the country. With a workforce of 10,500 people and over 300 banking centers, BCI serves a broad range of individuals. The company opened for business in 1937 and since then, it has built on the prestige of its full range of products and services as well as its best quality customer service.

BCI has constantly put its efforts in ongoing innovation, serving as the building foundation for its currently solid position in the Chilean market. With the goal of implementing new strategies to enhance customers’ and clients’ experience, and in turn BCI’s interaction with its stakeholders, the company set to find partners for developing and executing a digital signage project for banking centers and offices.

To meet the specific needs, BCI has opted for Donatello, Wavetec’s (http://www.wavetec.com) digital signage solution to optimize the utilization of the service area engagement alternatives. Within the project’s framework, which had its Implementing Stage in December 2013, a number of 32 and 55 inches screens have been set up in different BCI branches. Each of these TVs is wired to a Donatello trough an HDMI cable that allows HD content reception. A central web server wired to every device through a LAN or WiFi connection is responsible for the screens’ administrative operations.

Content programming and management are carried out from Donatello Suite software, easily installed and executed in any Windows laptop. The screens content is then customized combining a variety a modules such as date and time, the weather, TV programmes, and even social networks.

The project comprises the setting of 260 screens during the first stage until July 2014 to progressively reach the institution offices.

BCI Benefits


Engagement opportunities. BCI has now a new tool to devise an enjoyable experience for its customers and clients in a physical environment that may be used to build customer relations and so, impact on business outcomes.
Easy installation and maintenance. In case a Donatello Player needs replacement, any company representative is in a position to plug in the new equipment. The application starts working automatically.
Central management. It implies the control of each screen, which means that operational work is facilitated. The system allows the creation of user profiles and the granting of content uploading as well as content approval permissions.
Ideal customizing options. The content modules are designed on a flexible canvas, so there is room for the inclusion of all of BCI communication needs: institution information, the weather, date and time, social network postings, and live TV as well. Also, the tool can be integrated to the waiting line management system.
Advantages in costs: Donatello has been developed on the Android platform. This results in significant acquisition as well as software license updating savings which do not impact on the product’s high quality standards; i.e., reliability and performance. On the other hand, the solution does not call for heavy hardware investing, thus enabling scalable project execution.

About Wavetec

Wavetec has a long track record on providing solutions aimed at building valuable experiences within the service area, not only for consumers but also for organizations. Accordingly, the development of digital signage, waiting line management systems, and experience measurement provide full solutions tailored to meet every client’s needs in business such as retail, banking, or health from over 60 countries.

The high quality and technological innovation standards have paved the way for Wavetec’s work on solid projects for companies such as, Interbank, Barclays, Emirates Airlines, Tesco, LIDL Germany, and Chilexpress.