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Apple dominates consumer sentiment for Tablet PCs – with 48% share of positive customer comments online

London (UK PRWEB) July 5, 2011

the customers’ point of view on the tablets are positively overwhelming. DigitalMR measured on a ¼ million positive comments for slate devices through January to June 2011, compared to just over 100 000 negatives. Apple has a dominant 48% share of these positive comments and 52% of the smaller group of negative comments. Next placed is Motorola with 16% of positive mentions and 18% negative.


The results are based on comments posted by consumers on major brands of tablets made by Apple, Motorola, Samsung, Blackberry, HTC, LG, Barnes and Nobles, ASUS, Archos and Viewsonic, through January-June 2011.

The analysis of DigitalMR (powered by SocialNuggets) is based on comments below 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 sense -. If jobs are positive or negative in nature

DigitalMR CEO, Michalis Michael commented: “The tablets appear to have launched a wave of optimism of consumers and the iPad currently dominates online conversation is essential for brands to leverage their goodwill. line, to create a greater impact than the battle for second place is increasing. ”


The popularity of tablets shows no signs of slowing. For example, the Consumer Electronics Association, 17 million were sold in the US alone in 2010 and its last forecast of 42 million units to be sold in 2011. Source: http://www.twice.com

With growing sales, and many more consumers intend to buy, what do consumers actually think about slate devices?


1) Net Sentiment

All brands measured, achieve a net positive score Feeling (NSS) Jan-June NSS provides an overall score of percentage of net positive messages. A positive result of a tablet attracts a higher proportion of positive and negative messages.


The average NSS necessary for all brands measured is 41% – very high compared to other industry sectors. This is very encouraging for the Tablet PC industry because it shows customers are generally very satisfied with their devices and are eager to share the good news online.


Apple has a NSS of 38%, slightly below average, but given its dominant position in the customer market expectations are likely to be higher. However, it still generates more buzz online twice as positive as negative. New entrants to the market (with a much lower base online chat) to achieve higher NSS as Viewersonic 78%, 65% Blackberry, LG and HTC both with 57%.


2) the positive and negative messages

Apple accounts for 48% of all positive messages to consumers on the internet through Jan.-June 2011. The next are more powerful Motorola 16%, followed by Samsung and Blackberry, both with 9%.


Of all the measured negative messages, Apple accounts for 52%. Motorola follows with 18%, followed by Barnes and Noble with 11%.


3) Features

DigitalMR measured thousands of workstations throughout January-June about the features that tablets offer. The negative aspect is crucial “Size” of the device. As seen in the customer quote below, this may include the weight, the overall size and the size of the screen. Devices that may be too large for some users are often not large enough for the other, because of the way the size is related to the preferred type of use. This is likely to become a key differentiator for tablets as the market develops.

Size attracts 20% of all the negative comments, but only 9% of all positive. Conversely, the characteristic of “Video” on slate devices is well received, attracting 15% of all positive comments, but only 9% of those who are negative.


Customers’ comments on the tablet size:

“Blackberry Playbook is surprisingly heavy for its size of 7 inches. It has applications evil. He must basic applications, including email, calendar and contacts at the very least, because webmail seems not function properly. It must be less than strollers in general. ”

http://www.readwriteweb.com/archives/blackberry_playbook_a_work_in_progress.php

“I hesitated to acquire Slate 500 due to take more time than anything else, but I was not happy with his screen size. – Too small for a real productive use I have read drawings and documents on the screen and can not be zooming in and out with the power of graphics processing compromises on these devices. ”

http://www.gottabemobile.com/2011/02/21/when-does-size-matter-on-your-tablet/

“Just because something is more expensive and does not do better! I have been digitally inking / drawing and do my digital art and for the last 2-3 years and I really prefer small tablets. I uses a genius 8×6 tablet and it works wonders for me. I heard people give horrible reviews 12×8- tablets as his way of saying great to use and I believe them. ”

http: //www.smackjeeves.com/forum/viewtopic.php f = 21 & amp; amp; t = 7345

4) In their words – comments positive

“Very pleased with my iPad. Lightweight, portable and easy to use. Holds its charge for about 10 hours of general use. Active instantly (unlike my old laptop). The App Store is much more fun as a laptop. ”

http: // www .reviewcentre.com / Tablet Computer / Apple iPad-review_1359289

“The Blackberry Playbook is one of my favorite tablets in terms of the user interface, I like to slide across the screen and bezel to interact with the operating system and applications, it is very intuitive and effortlessly. The ability to make the navigation bar and keyboard appear by touching the glasses is great, and go to the home screen from any application is easy. ”

http: // www.ubergizmo.com/2011/05/blackberry-playbook-review/

“I bought the 32GB model from pc world a month ago and I can tell you right now the battery life is awesome and I can not put the thing down. The only thing I need say I’m not bothered, is that it has a locked bootloader Acer Iconia Tablet resistant to unlock (I can see the reasons) but apart from that, I’m definitely keeping the tablet and this is my new best friend right now. ”

http://forums.reghardware.com/forum/1/2011/06/01/review_acer_iconia_tab_a500_android_tablet/

“The quality of the Motorola Xoom screen is big, applications run smoothly and all in all it must be said that if you are a Gmail user or Google Apps is the device you need for everyday use. Gmail, maps, docs et al interfaces are far superior to that of iOS devices. The life of the battery is fantastic and beautifully Apps Sync if you are already an Android user. ”

http: // www .reviewcentre.com / Tablet Computer / Motorola Xoom-reviews_1358811-

“Well Ipad 2 was a bit expensive, it was worth it I take with me wherever I go and it’s very easy to use The battery lasts more than a laptop;.. Applications are easy to install and to use. The new iPad is obviously faster than its predecessor. ”

http://www.reviewcentre.com/review846375 .html

5) How shelves brands use social media to their advantage?

tablets can use the analysis of data from Web sites and other social media in the following ways:

Engage in a dialogue one-on-one with their clients and respond to negative comments.
Invite some customers to participate in online forums and discussion groups to express their views more
Positive feeling can be exploited in advertising
Operations can learn and solve specific performance issues and retail products
The products can be adjusted and new designed to meet the needs of customers

About the report of the syndicated tablet

DigitalMR tablet produces a monthly report that monitors thousands of online conversations customers through comments posted on open access social media platforms such as Twitter and Facebook, forums, blogs, microblogs and commercial sites, comments on the tablet’s services.

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


Contact

For regular reporting and further 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 specialized agency that provides a holistic approach to market research based on the Web. It specializes in research using social media, particularly web-listening and sophisticated technology platforms to improve its approach to business consulting.


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


The agency works in collaboration with the International Society for market research MASMI http: // www .masmi.com . DigitalMR is headed by founder and MD, Michalis Michael and has its headquarters in London, UK and Nicosia, Cyprus.


About SocialNuggets

SocialNuggets technology delivers real-time information on the market for fast moving industries by analyzing data from various social media sources with a mission to liberate social media data and sentiment analysis to use in real-time research brands, products and features. SocialNuggets offers ready to use market intelligence for various industry sectors, including consumer electronics and banking. SocialNuggets data comes in the size of the bite, ready-to-consume, infographics and is also available as full access to our data warehouse for analysis and integration with customer data. SocialNuggets a Serendio company, was founded in 2011 and headquartered in Santa Clara, California For more information, please visit http://www.SocialNuggets.net

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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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US Banks – A Full 68% Of Negative Comments Online About The US Financial Sector Are Attributed To Just Two Banks, Citibank And Bank Of America What Was Going Wrong?

Columbus, OH (PRWEB) August 21, 2011

DigitalMR analysed thousands of customer comments about high street banks for the month of June 2011. Over half of these customer views are negative, compared with 45% being about positive customer experiences.

The four most mentioned banking brands, with the highest number of consumer comments were: CitiBank (32%), Bank of America (23.50%) followed by American Express and Wells Fargo (both 17%).

There was, however, a large difference between the positive and negative mentions that these banks generated. American Express (30%) and Bank of America (23%) attracted the largest proportion of positive posts but Bank of America also attracted the second highest number of negative comments (24%). By comparison the bank that had the highest proportion of negative posts was Citibank (44%).

Taking the difference in positive and negative posts into consideration the clear winner for June was American Express with a Net Sentiment Score (NSS) of 58% followed by Capital One with 19%. The high NSS score for American Express shows an overall high satisfaction level for users of this service.

The two banks with the lowest net-sentiment score were CitiBank (unsurprising, perhaps, given its proportion the total negative posts) with a NSS of -52% and US Bank which achieved a score of -59%. CitiBank’s higher rating is attributed to the fact that although they were the subject of the highest amount of negative comments they also were the subject of 17% of all positive comments about financial service providers. Much of the negative commentary was related to the June revelation that hackers had accessed 200,000 Citibank account holders’ details.

The banks with the highest and lowest rated NSS scores remain unchanged from April, the date of our last syndicated report, when American Express led the group, and US Bank brought up the rear.

The US Banking Sector should take note that of the ten banks we analysed conversations about, seven have either a neutral or negative NSS. This means that overall the majority of people were using social media far more to criticise than compliment their banking service.

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.

Ryan Rutan, President of DigitalMR USA commented: “the findings indicate that American consumers who utilize social media platforms are voicing frustrations about their banking experience at a higher rate than positive experiences, but that certain brands are achieving a net positive sentiment”. This tells us that although the balance of comments are on the negative side, it is not strictly an outlet for dissatisfaction. This is easily seen in the divergence of the findings related to CitiBank and American Express.

While conversations about CitiBank accounted for nearly a third of all mentions of companies in the sector (suggesting a wide exposure), they were negative 76% of the time. By contrast American Express should be pleased to see while they accounted for a lower total volume of posts, that 79% of comments about their bank were positive. Amex has, for the second time this year, the highest net sentiment score of all banks we monitored.”

1) Net Sentiment Score (NSS)

Most of the banks we measured, achieve a negative 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 -10%, which shows that US consumers continue to see social media as a space to share experiences of frustration and unhappiness with the service they had experienced. This is a lower NSS however than the results from our December 2010 analysis which showed in the four months from July – October the cumulative NSS for US banks was -28%.

Net Sentiment Score ranking

1st American Express (Amex):         58%

2nd Capital One:                                19%

3rd US Bancorp:                                 7%

4th JP Morgan Chase Manhattan:        0%

5th Wells Fargo:                                 -2%

6th Barclays:                                        -11%

7th Bank of America:                         -12%

8th HSBC:                                         -34%

9th Citibank:                                         -15%

10th US Bank:                                     -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 positive mentions to negative ones were: Credit Card Incentives (18% positive vs 1% negative).

The service attracting a higher proportion of negative comments was Credit Cards with (26% positive vs 19% negative) This was followed by conversations about mortgages which displayed a negative sentiment being 17% of all negative conversations regarding a particular service.

3) Click here to view customer comments in their own words

4) 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 US 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:

Ryan A. Rutan

rrutan(at)digital-mr(dot)com

tel: +1 (614) 638-0216

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. DigitalMR is headed by founder and MD, Michalis Michael and has European headquarters in London, UK, and 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.

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Apple Continues to Dominate Consumer Sentiment for Tablet PCs with a 38% Share of Positive Customer Comments Online

London, UK (PRWEB) November 02, 2011

Online market research specialist DigitalMR releases latest findings on what customers are saying about tablet PCs on the internet.

The overwhelming majority of customers are highly positive in their views on tablet PCs as expressed on the internet. DigitalMR measured thousands of comments for slate devices across July-August 2011. Three quarters of all views measured were positive with only 25% negative. Apple recorded a 38% share of all positive comments and 33% of the smaller pool of negative ones. Next placed is HTC with 17% of positive mentions and 22% of negative.

Results are based on comments posted by consumers on the major tablet brands made by: Apple, Motorola, Samsung, Blackberry, HTC, LG, HP, ASUS, Archos and Fusion Garage, across July-August 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 is still the main player in the tablet PC online space. It will be interesting to see if some of the new entrants can emulate the smatphone market and implement successful strategies to increase their online share of voice.”

All the brands measured, achieve a positive Net Sentiment Score (NSS) for Jul-Aug. 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 50% 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. Apple has an NSS of 55%, slightly above average, but given its dominant position in the market customer expectations are likely to be higher. Newer entrants to the market that achieve the highest NSS are Archos 75% and Asus with 71%. Brands that are performing significantly below the average NSS of 50% are HTC with 39% and Motorola with 37%.

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

Click here for more data

In their words –customer comments sample

Archos

“I bought this thinking to replace my book readers and for an easy way to not lug a lap top around, while I travel. It works great for both purposes, unbelievably light, very responsive and less expensive than the Ipad, etc. The 7 inch size is perfect for me. I had some trouble getting used to the operating system and file transfers etc but Archosfan.com had answers for everything I questioned. This unit also replaces an Archos 705 that I’ve had for the last couple of years and while I was impressed with it, this just blows me away.” Source: amazon.com

Asus

“You don’t need to prove anything to me. The Asus Transformer and the future Transformer 2 are the best Android (and IOS) tablets out there. I am patiently awaiting the number 2 but winning the first generation will quench my thirst to possibly hold out for 3!”

Source: http://androidcommunity.com/tabletpalooza-2011-giveaway-week-2-asus-eee-pad-transformer-20110713/

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

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 has offices in London, UK; Nicosia, Cyprus, and Columbus, Ohio, in the US.

Click here for more about SocialNuggets

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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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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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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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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 by

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:

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.

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

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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