Banking Listening Report Example Sept 2010


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Harvested conversations from the web about banks in the UK and the USA

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Banking Listening Report Example Sept 2010

  1. 1. This presentation contains proprietary/confidential company information. <br />All unauthorized distribution prohibited. Any unauthorized recipient please immediately notify Digital-MR by email at<br />Web Listening – Banking Example<br /><br />
  2. 2. Topics<br />
  3. 3. Listening framework<br />The DigitalMR Approach<br />A taxonomy can be created for each product/service category in order to track sentiment accurately.<br />Parsing<br />Parsing<br />Parsing<br />Classification<br />Classification<br />Taxonomy<br />Counting Terms<br />Keyword Sentiment<br />Feature-Level Sentiment<br />
  4. 4. Listening<br />VoC<br />Communities<br /> Analyzing large volumes of unstructured data<br />Web Call Centre CRM DB Surveys<br />Unstructured Sources<br />Software Tools<br />Curation<br />Insights<br />
  5. 5. Frequently Asked Questions & Answers<br />Are the kind of people who post comments on the web representative of the clients of a brand? <br />A: No they are representative of the people who have access to the internet and are inclined to voice their opinion.<br />Are the people who post comments on the internet an important enough group for my brand?<br />A: Yes since they make their opinion public for everyone to see. Their impact can be much higher than one can measure.<br />Does everyone’s posted comment have the same influence on the market perception of my brand?<br />A: No it depends on the person who posts a comment and their personal influence e.g. No. of followers, celebrity etc.<br />When a web-listening report is set-up do I only get comments harvested from that point in time onward?<br />A: No back-data is available as long as the posts are still on the internet with the date of the post registered. <br />
  6. 6. Sample insights ReportBanking USA/UK<br />
  7. 7. Share of Voice by Bank<br />
  8. 8. Negative and Positive Share of Voice<br />
  9. 9. Banking - # of Posts by Source<br />Drill-down level 1<br />
  10. 10. Share of Voice on Twitter by Bank<br />Drill-down level 2<br />
  11. 11. HSBC Sentiment on Twitter<br />Drill-down level 3<br />
  12. 12. HSBC Negative Sentiment on Twitter<br />Drill-down level 4<br />
  13. 13. Posts from “My 3 Cents” by Sentiment<br />
  14. 14. My “3 Cents” Negative Sentiment by Bank<br />
  15. 15. Post Frequency of Banking Features <br />
  16. 16. BoA Sentiment by Feature<br />
  17. 17. Negative Sentiment for BoA – Customer Service<br />Drill-down to find out what they say<br />
  18. 18. Further drill-down to the <br />Actual comments on the <br />Websites where they posted the Comments.<br />
  19. 19. Banking - Conclusions & More Questions<br />
  20. 20. NEW: Banking Monthly Syndicated Report<br />Launching Month: October 2010.<br />Deliverables: Monthly powerpoint report with recommendations and access to online data for custom analysis. Presentation and action planning workshop optional.<br />Annual syndicated report price for the launching customers: £12,000 (includes 12 reports) .<br />For comparison purposes, price for a customized tracking program: £42,000 per annum.<br />
  21. 21.
  22. 22. Special Offer Free Web Strategy Workshop<br /><ul><li>Objective: Attempt to answer some of the questions on “Digital”
  23. 23. Duration: Half a Day
  24. 24. Participants: Multi-department, multi discipline </li></ul># of Mentions<br />Sentiment<br />Features<br />Individual<br />Comments<br />PR<br />Product<br />Development<br />Marketing/<br />Market Research<br />E-Commerce<br />Brick & Mortar<br />
  25. 25. DigitalMR Ltd.<br />Contact: Michalis A. Michael<br /><br />Trading Address: 9 Coldbath Square  :: London :: EC1R 5HL :: UK<br />Registered in England No. 07237941 - Registered Office: The Grange :: 100 High Street London :: N14 6TB :: UK :: Dir +44(0)207520 1510 <br />Mob +44 (0) 7515710370 <br /><br />