Posted on October 4, 2014 by Digital Signage Reporter

Bank of America Receives a Third of Negative Comments Made Online about the US Banking Sector According To Latest Findings from DigitalMR

Columbus, Ohio (PRWEB UK) 28 February 2012

Social media research specialist DigitalMR releases latest findings on what customers are saying about US financial service companies online.

DigitalMR analysed thousands of customer comments regarding banks for the month of November 2011. Interestingly a large proportion of customer views monitored were positive (62%), compared with 38% being negative about their customer experiences.

DigitalMR’s report (powered by SocialNuggets) 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 US banks: CitiBank, Bank of America, Wells Fargo, US Bank, American Express, HSBC, Capital One, Barclays, JP Morgan Chase Manhattan and US Bancorp.

The banking service brands with the highest share of overall mentions were: Amex (27%), Bank of America (22%), Citibank (17%), and Wells Fargo (15%).

There was, however, a large difference between the positive and negative mentions that these banks generated. Amex achieves the highest share of positive comments (36%) but only 12% of negative ones. Conversely, Bank of America attracted the largest share of negative comments (33%) which is more than twice its share of positive ones (16%).

Taking the difference between positive and negative posts into consideration, the winner for November is Amex with a Net Sentiment Score (NSS) of 66%, followed by US Bank with 64%.

Third placed is Capital One with an NSS of 40%. A strong NSS score is an indication of high overall satisfaction levels among customers. Only one bank had a negative NSS – Bank of America with a NSS of minus 11%.

Ryan Rutan, President of DigitalMR USA commented: “nearly two-thirds of all customer feedback measured has been positive which is good news for US banks and Amex in particular. However Bank of America continues to receive a higher proportion of bad reviews and this month is the only bank with a negative NSS of minus 11”

Click here for further data

Features and Services

DigitalMR measured thousands of customer posts across November regarding the services and features that banks offer. Services attracting a much higher proportion of positive mentions to negative ones included: Credit Cards (39% positive vs 15% negative). Services attracting a higher proportion of negative comments included: Mortgages (10% positive vs 23% negative).

In their words – sample customer comments

Amex:

“Amex, you guys are excellent. Your transactions reconcile faster than any other banks I deal with, your gold card knows no limits (pardon the pun), & your customer service is top notch. Never an issue disputing a charge on the off chance I have one and each time I have to use customer service, the staff is empowered to take a corrective step if necessary rather than asking a manager ever 30 seconds”

http://www.mybanktracker.com/bank-reviews/American-Express/Always-On-Point-3913

US Bank:

“I love the app – huge improvement over the last app – but I’d like to have the option to make payments to my U.S. Bank Visa Credit Card, U.S. Bank CreditLine, and U.S. Bank Home Mortgage all from the mobile app. Perhaps consider this for your next revision? Otherwise the app is great. :)”

http://www.facebook.com/usbank?sk=wall

Bank of America:

“New BofA Online Bank web site is a NIGHTMARE”

First time I tried a transfer, no detail showed but the balance show a decrease, I called customer support and they couldn’t find the transaction and suggested I do it again. Well you guessed, the next day 2 identical transactions showed and it ran my balance below zero. So now I had to call customer service and get them to reverse the transfer and tomorrow I get to call again to reverse the overdraft fee”.

http://www.mybanktracker.com/Bank-of-America/Reviews

Wells Fargo

“I just closed a 6 figure account with wells fargo today and the bank officer did not care!! Since wells fargo took over wachovia, the service has been horrendous. The bank officer in the syosset, ny branch gave me incorrect information so when i went to florida to specifically take care of business for my mother’s account; i could not complete this business.

http://www.mybanktracker.com/Wells-Fargo/Reviews

Click for further customer comments and more about web listening reports

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 click here

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Posted on September 23, 2014 by Digital Signage Reporter

The first Annual UK Banking Social Media Report Launched by DigitalMR Shows HSBC and Lloyds TSB are the Most Talked about UK Banks on the Internet

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

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

discovered
Loans />
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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Posted on September 21, 2014 by Digital Signage Reporter

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

Posted on September 15, 2014 by Digital Signage Reporter

The Issue of Customer Care Attracts the Highest Number of Negative Comments on the Internet, Reveals First Annual UK Banking Social Media Report by DigitalMR

London (PRWEB UK) 29 March 2012

social research specialist media DigitalMR publishes first ever annual report on the media in the UK 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.

For the first time, British banks will be able to assess customer perceptions of their performance against that of their competitors across a range 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 see how they can improve their competitive position. ”

Report Highlights

The top 5 most discussed topics online in 2011:

first loans
Credit cards
2nd

3 Customer Service
4th />
5th discovered

loans attracted about 15,000 entries on the Internet. However, banks are likely to turn their attention to subjects who received the highest number of negative comments. Top of the list was the issue of “Customer Care” with nearly 3,000 negative comments attributed to him in 2011 Customer service will be a major concern for 2012 that banks continue to close branches and reduce the number personnel. Other key topics to attract negative comments were: Loans, Bank employees and credit cards. These subjects each attracted more than 2,000 negative comments online customers.

Legal whole – Top 5 UK banks that receive the largest 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 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.

Top 5 net sentiment score

DigitalMR 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 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 five best results 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 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 full report includes:

The report DigitalMR (powered by SociaNuggets ) analyzed thousands 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 – 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

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Posted on August 18, 2014 by Digital Signage Reporter

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.

Posted on August 14, 2014 by Digital Signage Reporter

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:

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.

Posted on July 28, 2014 by Digital Signage Reporter

The first annual US Banking Social Media Report from DigitalMR and Cicero to show that American Express has the biggest Twitter presence

(PRWEB UK) 21 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 new report (powered by SocialNuggets) analyses customer comments posted via a range of relevant finance related websites and open access social media platforms, including Twitter. 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:

DigitalMR Commercial Director, Tom Hogg, commented: “With Twitter becoming such a major communications channel for customers, banks really need to monitor and respond to what is being said about them, to drive the Twitter agenda for their brand”.

Report Highlights

The Top 3 most Tweeted Banks

1)    American Express 23.3%

2)    Bank of America 19.5%

3)    Citibank 18.5%

The report will measure, not only the number of Tweets posted by consumers, but also sentiment. Of the total Tweets analysed, a quarter were positive, 16.5% negative, 4.3% mixed, while over half (54.4%) were neutral in tone.

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.

Contact

Tom Hogg

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

tel: +44 (0) 7580 581 109

http://www.digital-mr.com

About DigitalMR

About SocialNuggets

Digital Signage Report

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Tag Archives: Banking

Bank of America Receives a Third of Negative Comments Made Online about the US Banking Sector According To Latest Findings from DigitalMR