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ICICI is the most social brand in the banking sector in India
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ICICI is the most social brand in the banking sector in India


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Highlights: …


ICICI bank performs the best on social media followed by Yes Bank.
Standard Chartered and Citibank India don’t have Twitter handles specifically for India.
Axis Bank fared the best on Facebook.
Yes Bank has achieved the highest score on Twitter in the last month.

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  • 1. Top Banks on Social Media (India) April, 2014
  • 2. HIGHLIGHTS: • ICICI bank performs the best on social media followed by Yes Bank. At third place is Axis Bank but the margin between second and third placed banks is not much. Yes Bank has a less Facebook score when compared to other banks so that is one area the bank could concentrate on. • Standard Chartered and Citibank India don’t have Twitter handles specifically for India. Their scores are determined only by their Facebook activities. This is the reason for their low score compared to other banks. • Axis Bank fared the best on Facebook. They have the highest Facebook score of 88, but they did not do exceptionally well on Twitter. • Yes Bank has engaged 11.81% of its fans. Considering their 629K fan base, it is not easy to maintain this figure. It faces a tough competition from Standard Chartered which has a fan engagement of 11.20%. • Yes Bank has achieved the highest score on Twitter in the last month. This could be because of their involvement in the ongoing IPL which is getting them visibility on the platform.
  • 3. Rank Company name SSI SCORE (April’14) 1 ICICI 79 2 Yes Bank 78 3 Axis Bank 73 4 HDFC 62 5 IDBI 47 6 Kotak Mahindra 40 7 SBI 31 8 CitiBank India 29 9 Standard Chartered India 27 MOST SOCIAL BANKS (INDIA) SSI refers to Simplify360 Social Index
  • 4. PARAMETER WISE BREAKUP OF SCORES Final index is a function of Buzz score, Facebook score and Twitter score BANK BUZZ SCORE FACEBOOK SCORE TWITTER SCORE OVERALL SCORE ICICI 75 83 70 79 Yes Bank 83 70 88 78 Axis Bank 67 88 48 73 HDFC 58 63 62 62 IDBI 50 47 43 47 Kotak Mahindra 42 25 70 40 SBI 33 27 37 31 CitiBank India 17 47 0 29 Standard Chartered India 25 45 0 27
  • 5. YES BANK HAS THE HIGHEST SHARE OF VOICE 19% 21% 16% 14% 12% 10% 8% ICICI Yes Bank Axis Bank HDFC IDBI Kotak Mahindra SBI Standard Chartered India Citibank India Share of mentions of brands on social media (Owned + earned media), April 2014 In terms of social media mentions, Top 3 firms cover 56% of the buzz
  • 6. ICICI AND AXIS BANK WERE THE LEADERS ON FACEBOOK, YES BANK HAS ENGAGED MAXIMUM FANS Performance of Indian banks on Facebook, April 2014 Bank Industry, India, Source: Simplify360 Size of the bubble represents the percentage of engaged fans to the total fans on the page LEADERS 0 10,000 20,000 30,000 40,000 50,000 60,000 70,000 80,000 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 3,000,000 PEOPLETALKINGABOUT NO. OF FANS
  • 7. ICICI BANK HAS THE HIGHEST SHARE OF FANS ON FACEBOOK 29% 23% 22% 8% 6% 6% 3% 2% 1% ICICI Axis Bank HDFC IDBI Yes Bank Citibank India Standard Chartered India Kotak Mahindra SBI Share of fans on Facebook, April 2014
  • 8. Size of the bubble represents the number of tweets sent from the official twitter handle YES BANK IS THE UNDISPUTED LEADER ON TWITTER LEADERS 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000 Mentions Followers
  • 9. Performance of Indian Banks in Social Media 21.38 5.30 37.83 12.60 Axis Bank HDFC Bank ICICI Bank Kotak Bank 00 DAYS 21 HOURS 22 MINS 43 SECS 00 DAYS 05 HOURS 17 MINS 44 SECS 01 DAYS 13 HOURS 49 MINS 49 SECS 00 DAYS 12 HOURS 36 MINS 09 SECS HDFC Bank performs the best with 5.30 hours or in other words 5 Hours 17 Minutes, time taken to respond to their customers. On the other hand, ICICI Bank is the worst performer with more than 1 day, that is 1 day, 13 hours and 49 minutes, to respond. Response time of banks on Twitter Figures displayed here are in fraction of hours, For the analysis, the customer care responses in April were analyzed. Time taken by Indian private banks to respond to customer complaints and queries
  • 10. Methodology Simplify360’s proprietary listening tool is used for collecting the data and counting the number of mentions for each company. The parameters considered for Twitter and Facebook were also gathered through Simplify360. For brands having multiple Twitter profiles their main official account is taken into consideration. For estimating the response time, customer care handles are taken into account. In case there is no dedicated customer care handle, the official handle is considered. Total 9 banks were considered in the analysis. Geography considered: India Period of analysis: April 15 to May 15, 2014
  • 11. Simplify360 – The Leader of Social Business Intelligence  Most admired brand for Social Media Research on Slideshare  Top 10 Product Technology Company by TechSparks 2010  Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8
  • 12. Social Business Intelligence Simplify360 is the leading social business intelligence firm. Offerings include: •Social Marketing Suite for agencies •Social Contact Centre for BPOs •Social Command Centre for Enterprises We enable businesses to perform Online Reputation Management, Customer Service, Community Management, Social Media Research & Brand Auditing; Online Sales Lead Generation, and Consumer Sentiment Analysis.
  • 13. Leaders use Simplify360 Clients Partners Worldwide Brazil and LatAM Saudi Arabia USA Worldwide Singapore & India