Buzzient social analytics european telecoms june 19 2013

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@Buzzient snapshot report of social media analytics for European Telecoms. Highlights: …

@Buzzient snapshot report of social media analytics for European Telecoms. Highlights:
- BT getting lion's share of social media activity
- TalkTalk getting lots of negative social posts on network outages and QoS, indicating need to scale social customer service efforts

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  • 1. Powered by Buzzient Page - 1BuzzientSocial Media Analytics ReportTiscaliTime Period: 2013-05-01 - 2013-05-31Created: Jun 19, 2013
  • 2. Powered by Buzzient Page - 2Tiscali Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Tiscalis Sentiment Index of 0.51 indicates a mildly positive attitude towards Tiscali.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 3. Powered by Buzzient Page - 3Bouygues Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Bouyguess Sentiment Index of 2.34 indicates a mildly positive attitude towards Bouygues.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 4. Powered by Buzzient Page - 4Bt Broadband Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Bt Broadbands Sentiment Index of 11.21 indicates a positive attitude towards BtBroadband.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 5. Powered by Buzzient Page - 5Bt Infinity Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Bt Infinitys Sentiment Index of 11.23 indicates a positive attitude towards Bt Infinity.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 6. Powered by Buzzient Page - 6France Telecom Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.France Telecoms Sentiment Index of 2.13 indicates a mildly positive attitude towardsFrance Telecom.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 7. Powered by Buzzient Page - 7Indoona Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Indoonas Sentiment Index of 0.1 indicates a mildly positive attitude towards Indoona.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 8. Powered by Buzzient Page - 8Talktalk Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Talktalks Sentiment Index of -3.29 indicates a mildly negative attitude towards Talktalk.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 9. Powered by Buzzient Page - 9Telefonica Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Telefonicas Sentiment Index of 8.67 indicates a mildly positive attitude towardsTelefonica.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 10. Powered by Buzzient Page - 10Virgin Broadband Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Virgin Broadbands Sentiment Index of 6.3 indicates a mildly positive attitude towardsVirgin Broadband.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 11. Powered by Buzzient Page - 11Virgin Mobile Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Virgin Mobiles Sentiment Index of 5.3 indicates a mildly positive attitude towards VirginMobile.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 12. Powered by Buzzient Page - 12Vodaphone Current Sentiment IndexThe Buzzient Brand Sentiment Index measures how Social Media Participants feel aboutyour brand. It tells you how positively or negatively your brand is perceived by onlineusers.The Sentiment Index (at the brand or product level) is an aggregated rating. BuzzientEnterprise generates the index by analyzing and rating each individual post about you.The analysis leverages positive/negative keyword modifiers that are specific to you andincorporates metrics regarding importance of the particular author and source.The index ranges from +150 (extremely positive opinion) to -150 (extremely negativeopinion). A value of 0 expresses neutral sentiment. Positive values of 25 or above aretypically very good.Vodaphones Sentiment Index of 0.32 indicates a mildly positive attitude towardsVodaphone.The current sentiment index reflects how social media users feel about your brand now.Use this in conjunction with Sentiment Index Trends (in a later section) to determine ifopinion about you is rising, falling or remaining consistent. These insights will help youcraft strategy and tactics to maintain or increase social media opinion about you.
  • 13. Powered by Buzzient Page - 13Competitive Sentiment IndexComparison of Sentiment Indices tells you how Social Media Participants feel about yourbrand in relation to the competition.For the give time period, Bouygues, Telefonica, Virgin Mobile, Virgin Broadband, BtInfinity, Bt Broadband enjoy the highest user attitude with Talktalk as the lowest amongthese brands. As noted, Tiscali Sentiment Index is positive.How your sentiment index compares to your competitors is critical. Comparing yoursentiment to the competition can help you determine whether you need to develop strategyand tactics that are directed at increasing a sentiment lead or closing a trailing gap.
  • 14. Powered by Buzzient Page - 14Sentiment by Source TypeBrand Sentiment for Posts by Source Type gives you a comparison of Sentiment betweenTiscali, Bouygues, Bt Broadband, Bt Infinity, France Telecom, Indoona, Talktalk,Telefonica, Virgin Broadband, Virgin Mobile and Vodaphone on Twitter, Facebook, RSSFeeds and YouTube for 2013-05-01 through 2013-05-31
  • 15. Powered by Buzzient Page - 15Sentiment Index TrendsWhen monitored over time, Brand Sentiment Index trend lines show changes in attitudesand opinions toward you and your competitors. User sentiment toward brands cansometimes fluctuate greatly over time.The ability to track trends provides you with historical visibility into how marketingprograms or other events have impacted opinion toward you and the competition atvarious points in time. You can learn how past activities affected sentiment and use thatknowledge to construct the most effective current and future strategy and tactics.
  • 16. Powered by Buzzient Page - 16Share of VoicePercentageWhile online sentiment measures attitudes, Share of Voice indicates the percentage ofsocial media posts referring to your brand in comparison with this set of competitors from apurely quantitative perspective.Among these different brands Bt Broadband clearly dominates the others in terms ofShare of Voice.This analysis helps you determine whether you need to construct programs that increaseor preserve your share of voice.
  • 17. Powered by Buzzient Page - 17Tiscali Brand Volume Trend LinesBrand Volume Trend Lines gives you an apples-to-apples comparison of volume as it hastrended from 2013-05-01 through 2013-05-31 for Tiscali, Bouygues, Bt Broadband, BtInfinity, France Telecom, Indoona, Talktalk, Telefonica, Virgin Broadband, Virgin Mobileand Vodaphone. The vertical axis of the chart displays volume (posts per month) while thehorizontal axis displays time.
  • 18. Powered by Buzzient Page - 18Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Tiscali. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 19. Powered by Buzzient Page - 19Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Bouygues. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 20. Powered by Buzzient Page - 20Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Bt Broadband.The vertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 21. Powered by Buzzient Page - 21Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Bt Infinity. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 22. Powered by Buzzient Page - 22Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for FranceTelecom. The vertical axis of the chart displays volume (posts per month) while thehorizontal axis displays time.
  • 23. Powered by Buzzient Page - 23Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Indoona. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 24. Powered by Buzzient Page - 24Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Talktalk. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 25. Powered by Buzzient Page - 25Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Telefonica. Thevertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 26. Powered by Buzzient Page - 26Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for VirginBroadband. The vertical axis of the chart displays volume (posts per month) while thehorizontal axis displays time.
  • 27. Powered by Buzzient Page - 27Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Virgin Mobile.The vertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 28. Powered by Buzzient Page - 28Positive and Negative Post VolumePositive/Negative Post Volume gives you a comparison of 2013-05-01 through 2013-05-31volume including the breakdown of positive, negative and neutral posts for Vodaphone.The vertical axis of the chart displays volume (posts per month) while the horizontal axisdisplays time.
  • 29. Powered by Buzzient Page - 29This default on-demand report is generated from the Buzzient Enterprise Social MediaAnalytics Platform, a hosted system that provides automated harvesting and analysis ofsocial media on the internet for global enterprises.Buzzient Enterprise harvests, aggregates and analyzes unstructured, qualitative socialmedia conversations about your brand and products and those of your competition. Awide array of quantitative measurements and visualizations from the analysis arepresented through the Buzzient Enterprise web browser interface. This report containshighlights of some of these major analysis areas.Overall capabilities of Buzzient Enterprise include:Integration with CRM and Customer Support Systems- Easily create support cases or marketing leads from harvested posts with a single click.- Integrations include Salesforce.com (Service Cloud, Sales, etc.) and SugarCRM.What Users Are Saying- Harvested posts are automatically scored and viewable through a variety of filters.- View posts in their originating site. Interact with users if appropriate.- Search for posts by keyword.- Bookmark and/or email important or interesting posts.What Users Think About Your Brand, Products and Competitors- Current, historical and comparative sentiment indices. Overall and by source groups.- Historical sentiment trend analysis.- Distribution of positive, negative and neutral posts over time.How Much People Are Talking About You- Percentage breakdown of buzz between you and key competitors.- Historical buzz trend.Topics and Trends- Discover the most frequently used concepts, terms and competitors users employwhen writing about you.- How mentions of your products, features or keywords compare to each other over time.Opinion Leaders- The top authors on discussion forums, facebook, blogs and twitter that talk about you.- The most positive and negative users who talk about you.Top Websites- The most likely sites for users to reach when searching for information about you.Alerts- Receive alerts for changes in sentiment, highly positive or negative posts, new posts byspecific authors and more.
  • 30. Powered by Buzzient Page - 30Copyright InformationCopyright 2010 Buzzient Inc. All the text, graphics, design and other works are thecopyrighted works of Buzzient Inc. All Rights Reserved.For more information, please contact us.Buzzient, Inc.One Broadway, 5th FloorCambridge, MA 02142www.buzzient.comTel. 617 475 1514info@buzzient.com