The objective of this study was to understand the social media presence of banks in Singapore and which are the banks that are using this channel of communication to their advantage. In this research, four major banks in Singapore namely DBS, Citibank, OCBC and Standard Chartered Bank are considered. The conversations in social media are tracked from 1st July to 31st July for a period of one month. The study is based on total of 38,301 conversations are collected for the purpose of the study.
2. Key Findings
★ OCBC is the most talked about bank in Singapore
★ Conversations about banks are 80% most likely
to come from men.
★ Twitter is the most preferred medium for
conversations about banks, contributing to 76%
of the social media buzz.
★ A disgruntled bank customer is most likely to
complain about it on discussion forums and on
micro-blogging site Twitter
★ The buzz around banks tracked in this study
came mainly from United states, followed by
Indonesia and Singapore
3. About the research
In this research, four major banks in Singapore
namely DBS, Citibank, OCBC and Standard
Chartered Bank are considered. The
conversations in social media are tracked from
1st July to 31st July for a period of one month. The
study is based on a total of 38,301 conversations
collected for the purpose of the study.
In this study, banks and banking related
conversations are tracked. Those conversations
where the names of the aforemetioned banks
are mentioned are tracked.
4. Men are most
likely to talk
about Banks
online. 80.24%
Male population constitutes four
out of five among those active on
the internet and on social
networking sites.
19.69%
5. Social
Networks and
Blogs:
The top choice of medium for Facebook
conversation around Banks
and Banking twitter
Social Networking sites, micro-blogs and blogs are
Blogs Flickr
still the medium of choice for banking related Standard Websites
conversations. They contributed to 94% of the time
spend on the internet which is close to 16 times the Videos
amount of time spend on other sites. Videos, photo
sharing sites like flickr and other standard web
pages are yet to catch up. 94% 6%
Considering all the channels, Twitter is the most
preferred medium of choice. Twitter is used 76% of
the time, while blogs and Facebook are used 13% and
11% of the time respectively.
News
fr v
b www
6. Most preferred Social Networks
The top choice of medium for conversation around Banks and Banking
18,408 Facebook
unique conversations
3,060 Blogs
conversations
2,669 Twitter
conversations
902 News
238 Flickr
178 Videos
100 Other websites
8. Discussion forums is
used to pour out
negative sentiments: Discussions forums, 41%
While Facebook has only 13% negative Custom sites, 31%
sentiments, people chose Discussion forums to Blogs, 30%
pour out their negative sentiments about banks. News sites, 27%
Twitter, 26%
People from Indonesia are more likely to express Video Sites, 23%
Facebook, 13%
their negative feelings about banks, followed by
Photo Sharing sites, 3%
those from Singapore, Malaysia and Colombia
Top 10 Most active countries
9. Males within the age group of 13-25 years are likely to talk
about Banking and Banks on Social Networking sites in
English
In the period of observation, Males formed a large part of the
population active on Social Networking sites and blogs. People
in the age group of 13-25 years had the highest activity among
all age groups.
GENDER
80% of them are Male AGE
80% He is between 13 to 25 years
86%
LOCATION
LANGUAGE
He is likely from Indonesia
He is likely to speak English
40%
40%
10. Top 10 Countries talking about Banks
United Kingdom
8
1
United States Philippines
4
7
6
India
2 Indonesia
5 3
10 Brazil Malaysia 9
Chile Singapore
Australia
11. Share of Buzz among Banks Globally
Out of 38,301 conversations tracked, Citibank
has the highest mentions, which is 65% of the
entire buzz about banks.
38,301
conversations tracked
Some of the conversations on social networks
Citibank, 65%
Activating a new #citibank card, so
annoying! Standard Chartered, 18%
Which card is better? CitiBank Secured OCBC, 14%
MasterCard or Bank of Ameica Secured
Visa Credit Card? #credit #cards DBS, 3%
I am thinking about the OCBC Frank Card,
OCBC Plus! Card & the Citibank Clear
Card ...........
very impressed by Citibank's hotline
customer service officer - warm & friendly!
Jerms loves JoGoLe too. We are SO meant
to be friends. I'm gonna call OCBC
tomorrow to compliment her on her
superb customer service.
@Citibank My first 3 twitts were to throw
complaints on you Citi!! I will try my best
to stop my friends from opening accounts
with you!!!
12. Share of Buzz among Banks in Singapore
OCBC Bank has the highest share of buzz among
conversations from Singapore.
Interestingly, CitiBank with a global share of voice of
65% is on par with Standard Chartered coming far
55%
OCBC Bank
second when buzz only from Singapore is
considered. While DBS has only 4% share.
The share of buzz of CitiBank declines as we narrow
further down from global to Asian continent and
then further down to only Singapore 20% 20%
Standard
CitiBank Chartered
4%
DBS
Share of voice in Asian Countries
2 ,5 6 8
41% 35% 21%
Standard
3% CONVERSATIONS TRACKED
CitiBank OCBC Chartered DBS
13. Top 15 most talked about topics in relation to Citibank
WOW! Citibank people are very very impressed by Citibank's hotline customer service officer - warm
Friend friendly! & friendly!
who lives near citibank? nk mintak The day I think of making a girlfriend, citibank sends me a reminder
Credit Cards tolong bayarkan credit card boleh tak message of account balance.
Account YIKES! Citibank Locks Man Out Of Bank Account
Until He Repays The $84K Worth Of Gas He Didn’t "I always say Chase and Citibank are
Buy http://t.co/773QvZX1 via @Consumerist my good friends." - Erin Greenwall
Rates @NewFest q/a for My Best Day
While decluttering, saw the Cebu Pac credit card
Citibank sent me last year pa. Never got to use it
Women pa pala. Temptation!
Trust RT @OkayErica: I don't trust Citibank, The first ATMs were installed in NYC in 1977 at Citibank branches.
but everyone has it. Idgi. #teamChase
First Wow these aggressive Citibank agents at it again. First they'd block your way in bazaars, now they'd wait
for you at your building exits!
Loan
Opening Citi Indonesia Women Council Diluncurkan: Citibank Indonesia hari ini
Promo mengukuhkan Citi Indonesia ... http://t.co/98eDGaTE Closed
University Seafood Burger right NOW at Citibank on University Drive.
ATM
The mortgage servicers that have agreed hire independent consultants to review abuses include
Mortgage HSBC, Bank of America, Citibank, Chase
Program Thanks Citibank for being the most unhelpful bank I have ever used!!! Customer service terrible,
card just cut up! Thanks again
Help
So I was on the phone with customer service for my credit card for 52 minutes. While I was on hold for a couple
Customer minutes at the end I solved the problem. Stupid tech guy from citibank... Telling me it has to be done from internet
explorer but I have a mac so I can't use IE. Somehow I was able to make it work on Safari when they were saying
14. CONVERSATION ON
TRUST AND RATES
dumping all my money into OCBC coz interest
rate.
@Onjjongkey2min
HSBC Philippines won't waive my credit card
annual fee, so I'm transferring my remaining
balance to @Citibank Philippines.
Ederic Eder @ederic
Rates @ederic @citibank citibank has the highest
interest rates. You might regret transferring
from HSBC to Citibank.
AndyTJW
@HarvinthRT I use for iPhone app is another bank
account. Some idiots used my OCBC account go buy wallyandrada @wandrada
don't know some online stuffs -_-
I feel like if it exists, Meb will rock it. Skechers
and Citibank sponsor him... What can Citibank
@oleturana Warning: don't trust #Citibank. They're offer him, A higher interest rate?
corporate crooks. See http://t.co/FOF7AQ0e for
current complaints. @citibank Trust
Tyler Doolittle @Tyler_Doolittle
FaiZachary Seriously ah u give me $80 for free? Can
trust DBS ah? Hmmm.. Nah nvm too lazy according to Shittybank...$AAPL is no longer a
'champion'....If Apple had analysts they would
rate Citibank 'filthy, ..
I don't trust Citibank, but everyone has it. Idgi.
#teamChase @howardlindzon:
SOURCE: TWITTER
15. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
16. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
17. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
18. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
19. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
20. CONVERSATION AROUND
BANK ACCOUNT iUnspoken
Dear UOB. I never asked for that ugly calculator looking SecureToken.
And now I can't transact from my account? To Citibank I go then..
mui_ling
Ok now standard chartered says I misunderstood the nertarsheer
meaning of the account. Of all days, GST money is in. I forgot my OCBC account
GENERAL pin number.
mui_ling
Don't know what is standard chartered doing. Open
wrong account type for me. Dumb enough. You first COMPLAINTS
day banker?
Lollie_world
sometimes i regret closing down my ocbc account
AidilEdzwan
Does anyone have the OCBC Frank Debit/Credit
card or opened the OCBC Frank Account?
Account CLOSING
Feedback welcome :)
khairahahah I opened an OCBC account because of the gorgeous Frank
need to open another card. until now i got $0 inside, but my wallet looks
QUESTION
account. ocbc or uob?
NEW significantly nicer! LOL
Opened frank account with OCBC. Finally an account
kimjunsu without minimum deposit (till 26). :)
@kiddytomo go ahead OPENING OPENED
then. for them. LOL.
btw do u have your
own bank account? if shidahorvejkul iAtep
urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool!
apply for "go! card" elextrify
Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't
withdraw jackshit here even though there's Cirrus/MasterCard/plus
wendaalimm wendaalimm
Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do
deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive.
machine. SOURCE: TWITTER
21. About Simplify360
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Analytics and Multichannel Engagement.
Simplify360 enables organizations to effectively implement social media
concepts in to core business functions. Powered by Simplify360 AnalyticsTM,
we extend a sophisticated and user-friendly environment to realize value via
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