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
Ispaces were engaged by a precojt management company to manufacture and design a number of exterior under-awning lightboxes for a new Pharmacy in Waterloo. The precojt was required to be turned around in an extremely quick period of time and our manufacturing facility prioritised the job in order to keep the customer happy. The job involved two black lightboxes with acrylic panels and vinyl lettering to the outside of those panels. The droppers were cut to size on site to ensure the boxes were displayed at the perfect height for customers to see and so that they also complied with council regulations. Ispaces have installed hundreds of retail such as these and our in-house designers and precojt managers can help you with choosing the best option from a number of alternatives and also ensure the signage is in line with your corporate theme or logo. Ispaces have the ability to manufacture light boxes at varying sizes and thicknesses, depending on both the look of the sign you are after and the area you have to work within.