UK banks – Lloyds TSB accounts for highest share (21%) of negative customer comments online as it announces

London (PRWEB UK) 12 August 2011

DigitalMR analysed thousands of customer comments about high street banks for the month of June 2011. Over half (57%) of these customer views are positive, compared with 43% negative.

The three most mentioned banking brands are: Halifax and HSBC with a 16% share of all comments, followed by Lloyds TSB (15 %).

However there is a large difference between the positive and negative mentions that these banks generate. Halifax (20%) and HSBC (16%) attracted the largest proportion of positive posts, while Lloyds TSB (21%) received the most negative posts, followed by HSBC (17%).

This follows the announcements from the Lloyds Group in May that it was putting aside £3.2bn to pay customers who had been mis-sold payment protection insurance and that at the end of June it was cutting a further 15,000 jobs.

Taking the difference in positive and negative posts into consideration the clear winner for June is the Halifax with a Net Sentiment Score (NSS) of 44% followed by NatWest with 31%. Lloyds TSB was one of only two banks that achieved negative a NSS with minus 15%. Bank of Ireland achieved the lowest NSS with minus 51%.

DigitalMR’s report (powered by SociaNuggets) analyses 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: Lloyds TSB, HSBC, Halifax, NatWest, Bank of Ireland, Santander, Barclays, RBS, ING Direct, and Clydesdale Bank.

Managing Director of DigitalMR, Michalis Michael commented: “these findings are very encouraging for the Halifax and NatWest brands as they are achieving an overall high net positive sentiment. However, recent events seem to have impacted on the Lloyds TSB brand and it will be interesting to see how online customer sentiment reacts to the planned job cuts announced at the end June.”

1) Net Sentiment Score (NSS)

Most of the banks measured, achieve a positive Net Sentiment Score (NSS) for June. NSS provides an overall percentage score of net positive posts. A positive score means a bank attracts more positive than negative posts, while a negative score suggests a higher proportion of negative posts.

The average NSS taken across all banks measured is 14%, which is good news for the banking industry as it is now attracting more positive sentiment across the internet than it does negative.

Net Sentiment Score ranking

1st Halifax            44%

2nd NatWest        31%

3rd ING Direct        25%

4th Santander        23%

5th Clydesdale Bank    21%

6th Barclays        15%

7th HSBC            12%

8th RBS             6%

9th Lloyds    TSB         -15%

10th Bank of Ireland    -51%

2) Features and Services

DigitalMR measured thousands of customer posts across June regarding the services and features that banks offer. Services attracting a much higher proportion of negative mentions to positive ones were: Customer Care (18% negative vs 9% positive) and Bank Employees (16% negative vs just 4% positive).

While the service attracting a higher proportion of positive comments was Credit Cards with (18% positive vs 11% negative).

Please click here to view customer comments in their words.

3) How can Banks use social media to their advantage?

Banks can use analysis of data from websites and other social media in the following ways:

    Engage in a one-to-one dialogue with their customers and respond to negative comments.
    Invite some of the customers to join online forums and chat groups to further express their    views
    Positive sentiment can be leveraged in advertising
    Operations can learn about and fix specific branch performance issues
    Financial products can be adjusted, and new ones can be designed to meet customer needs

About the syndicated banking report

The monthly banking report monitors thousands of customers’ online conversations through comments posted on open-access social media platforms such as Twitter and Facebook, forums, blogs, microblogs and commercial websites, for UK banking services.

The report is available on annual subscription with updates provided on a quarterly, monthly or weekly basis. Results will be updated to the press on a monthly basis.

Contact

For regular reports and more information:

Michalis A. Michael

mmichael(at)digital-mr(dot)com

tel: +44 751 571 0370

http://www.digital-mr.com

About DigitalMR

DigitalMR is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially web-listening, and sophisticated technology platforms to enhance its business consulting approach.

DigitalMR’s solutions also include community panels, access panels, web usability and a distinct focus on qualitative research online. The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography.

The agency operates in affiliation with international market research company MASMI http://www.masmi.com. DigitalMR is headed by founder and MD, Michalis Michael and is headquartered in London, UK and Nicosia, Cyprus.

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.SociaNuggets.net

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DigitalMR Web Listening Report on Tablet PCs — Apple iPad Accounts for Nearly Half of Negative Customer Comments Online with 46% Share

(PRWEB) January 18, 2012

The overwhelming majority of customers are highly positive in their views on tablet PCs as expressed on the internet. Social media research specialist DigitalMR measured thousands of comments for slate devices across September-October 2011. Over two thirds (68%) of all views measured were positive with only 32% negative. Apple recorded a 33% share of all positive comments but more worryingly a 46% of the smaller pool of negative ones. Next placed is Amazon with 19% of positive mentions and only 13% of negative, followed by Samsung with 15% of positive mentions and 18% of negative ones.

The high percentage of negative Apple comments is likely to be related to problems that users faced in upgrading to Apple’s new iOS 5 software in October.

Results are based on comments posted by consumers on the major tablet models made by: Apple, Motorola, Samsung, Blackberry, HTC, LG, HP, ASUS, Sony and Amazon across September-October 2011.

DigitalMR’s analysis (powered by SocialNuggets) is based on comments posted via a range of relevant websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also their sentiment – whether posts are positive or negative in nature.

Managing Director of DigitalMR, Michalis Michael commented: “Apple’s high negative score shows they may have become a victim of their own success with iOS 5. The free upgrade caused a spike in demand, leading many users to complain on forums that they kept getting error messages and that the download was taking too long.”

All the brands measured, achieve a positive Net Sentiment Score (NSS) for Sep-Oct. NSS provides an overall percentage score of net positive posts. A positive score means a tablet attracts a higher proportion of positive than negative posts.

The average NSS taken across all brands measured is 36% which is very high compared with other industry sectors. This is good news for the tablet industry as it shows that generally customers and very satisfied with their products and are happy to spread the word online.

However Apple achieves the lowest NSS of 21%, just below Motorola with 22%. The best NSS scores are achieved by newer entrants to the market achieve. Sony is top with 87% (although this is based on a relatively low number of mentions overall) followed by Asus with 73%.

DigitalMR measured thousands of customer posts across Sep-Oct regarding the features that tablets offer. The most talked about features (both positively and negatively) are “operating system” (18% share of positive comments vs 30% negative) and “application” (20% positive vs 21% negative).

Click here for more data

In their words –customer comments sample for models with the highest and lowest Net Sentiment Scores

Sony:

“I have been using my Sony Tablet S for a couple of days and it’s awesome”.

http://forum.xda-developers.com/archive/index.php/t-1243670.html

Motorola:

“This morning is the second time that my Motorola Xoom has frozen up on me since I received it back from Motorola after the 4G LTE upgrade. Has anyone else had problems with this? I never had any problems whatsoever with this tablet prior to the upgrade”.

https://supportforums.motorola.com/thread/60568

Apple:

“I agree with previous two reviewers – IPAD that worked perfectly, now doesn’t work at all since upgrade, a total waste of money. More than the money, disappointment at being unable to send photos home to loved ones.

http://store.apple.com/uk/reviews/MC531ZM/A

Click here for further customers comments and more about the web listening report

Contact

For regular reports and more information:

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 MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, and Columbus Ohio, in the US.

Click here for more about SocialNuggets

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HSBC Accounts for Over a Quarter of Negative Customer Comments Online for UK Banks in November According to Web Listening Report from DigitalMR

London, UK (PRWEB UK) 8 March 2012

social media research specialist DigitalMR releases latest report Web listener on what customers are saying about the UK major banks online.


DigitalMR analyzed thousands of customer comments on street banks for the month of November 2011 Almost two thirds (60%) of these customer views are positive, compared to 40% negative. The first ever annual credit report covering all of 2011 will be available later this month The banks receiving the largest share of online mentions are: HSBC (20%), Lloyds TSB (17%), RBS (17%) and Halifax (11%).


There is a big difference in the positive and negative mentions that some of these banks generate. RBS (21%), Lloyds TSB (16%), HSBC (16%) and Halifax (13%) received the largest share positive messages. However HSBC (28%) and Lloyds TSB (18%), NatWest (14%) and RBS (12%) receive the highest share of negative comments.


By calculating the difference between the number of positive messages adverse winner for November is ING Direct with a net score of sentiment (NSS) of 64%, followed by Clydesdale Bank 60%. Throughout November only two banks reached a measured negative NSS, NatWest with less than 6% and HSBC (-8%).


The report DigitalMR (powered by SociaNuggets ) analyzes thousands of Guest comments posted via 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 -. If these posts are positive or negative

The results are based on comments posted by consumers on the major banks in the UK :. Lloyds TSB, HSBC, Halifax, NatWest, Bank of Ireland, Santander, Barclays, RBS, ING Direct and Clydesdale Bank

Managing Director of DigitalMR, Michalis Michael commented: “It seems ING Direct is the bank of reference for excellent customer service has always been highly appreciated by customers around 2011, so that n. is not surprising to see them perform the other main high street banks in November. “


Click here for more data

1) In their words – customer comments sample

ING Direct:

“ING Direct customer service is great, connected to a real person, the problem is solved in 2 minutes. thank you!

http://twitter.com/Pknyo/statuses / 133015677496852480

Clydesdale:

“My intention is to leave the funds there and save for the new year of the ISA, but the focus remains on fixed term accounts. The three deals of the year does not seem so bad these days. Clydesdale seems decent! ”

http: // forums .moneysavingexpert.com / showthread.php? t = 3591537 # post48242413

NatWest:

“Nat West – what a joke -. they handle their clients ‘improve’ their accounts, but really it is just an excuse to cool off them I’ve been with them for over 10 years and in that time they became non-bank I wanted to listen consolidate debts created through small cuts renovation -.. They did not give me one, but offer me a mortgage to almost double the debt “

HSBC

“I made the last payment on this loan in 2007 This is the enforceability of the loan if the prescribed conditions are incorrect or missing. This loan is on my credit report has having been missed in 2007, but the issue was complicated by the fact that HSBC merged this loan with a bank account I used to take with them. ”

http://www.consumeractiongroup.co.uk/forum/showthread.php?325547-Unenforceable-HSBC-Loan-agreement-Pre-April-2007&daysprune=-1#post3609177

Click here for more customer reviews and more about web listening reports

Contact

For regular reports and more information:

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 MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, and Columbus Ohio, in the United States.


About SocialNuggets Click for more

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