IndusInd Bank's social media conversations from November 2017 to January 2018 were analyzed and compared to competitors RBL and Yes Bank. The analysis found that IndusInd had the lowest social media presence and engagement compared to the other banks. Negative sentiment was high for all three banks due to customer complaints. IndusInd's quarterly results and a wildlife conservation campaign drove some positive buzz. The report also analyzed IndusInd's website traffic and content from August 2017 to January 2018, finding that visits increased over time but IndusInd trailed competitors in social media engagement and web metrics.

1. Digital Assessment

2. Objective
 The purpose of this report is to scan IndusInd Bank discussions &
perception on social media
 Identify the key drivers of conversation around the market and
competitor brands
 Figure out the causes of negative and positive brand mentions
 Identify key engagers, top tweets, top issues, top news and channels
hosting these conversations
 Track, analyse & compare web performance of IndusInd bank &
Competitors

3. Analyzing the
Social Media
Buzz
Duration – Nov’17 – Jan’18

4. -200
0
200
400
600
800
1000
1200
1400
Indusind RBL Yes
Overall Trend Analysis
Peak Date:11th & 12th November
• RBL Bank #DigiQuiz contest
• RBL Bank Business Excellence Awards
2017 Peak Date:11 &12 January
• IndusInd Bank CEO statements
• IndusInd Bank's Q3 results
Peak Date:1st January
• Yesbank to Finance Solar Projects
• Yesbank’s Q3 results

5. Overall SOV & Channel Analysis
RBL
37%
IndusInd
18%
Yes
45%
RBL IndusInd Yes
1% 3% 3%
4%
4%
38%
95% 93%
59%
Yes RBL IndusInd
FORUMS NEWS TWITTER
• Yesbank got highest SOV among all three competitors
• Twitter was most preferred channel of discussion followed by news & forums
• News coverage for IndusInd bank was maximum; Whereas, less buzz on twitter was observed for
IndusInd as compared to other two competitors

6. Sentiment Analysis
61%
46%
51%
12%
15%
16%
27%
39%
33%
Yes RBL IndusInd
Neutral Negative Positive
• Existing customer complains, unsettled charges disputes & other banking complains led high negatives for all three
brands
• #SaveTheWild contest supported by IndusInd Bank encouraged lot of positive engagement on twitter
• Most of News & Tweets were related to service complains & banking promotions

7. IndusInd Bank –
Competitors Verbatims

8. Engagement, Engagers & Customers

9. IndusInd Bank -
Customer Analysis
49%
17%
34%
Male
Female
N/A
Gender Analysis Age Group
36%
30%
25%
9%
19-25
N/A
26-32
33 & above
• Almost every 2nd post for IndusInd Bank were from men; Whereas, only 17% of women were interested in IndusInd
Bank posts and news
• Viewers falling under the 19-32 age group were more active in engaging IndusInd bank news and #savethewild posts
49%
17%
34%
Male Female N/A

10. IndusInd Bank – Top Engagers
15+ posts
6+ posts

11. IndusInd Bank –
Top Re-tweets
Re-Tweeted
120+ times
Re-Tweeted
75+ times

12. IndusInd Bank – Top Sources
4
5
5
6
7
7
7
11
19
44
indiainfoline.com
ptinews.com
business-standard.com
bloombergquint.com
economictimes.com
btvi.in
yahoo.com
capitalmarket.com
financialexpress.com
moneycontrol.com

13. 37%
21%
8%
5% 4% 4% 4% 3% 2% 2%
IndusInd Bank –
Top Geo Analysis
• Top buzz around Maharashtra were related to stocks & securities updates
• Delhi customers were mostly interested in various banking services

14. IndusInd Bank – Verbatims

15. IndusInd Bank – Buzz Cloud

16. Analyzing
the
Website
Duration : Aug’17 – Jan’18

17. IndusInd.com – Web Performance Overview
Total Visit Trends On Desktop & Mob Web, In Last 6 Months
*Aug 2017
2050,000
*Sep 2017
2350,000
*Oct 2017
2350,000
*Nov 2017
2600,000
*Dec 2017
2850,000
*Jan 2018
2450,000
Total Visits 2.44 M Avg. Visit Duration 00:06:10 Pages per Visit 8.53 Bounce Rate 27.94%

18. IndusInd.com – Web Traffic in
Top Countries
• IndusInd.com is mostly visited by Indians

19. 49.01%
31.99%
17.34%
1.26% 0.36% 0.04%
Direct Search Referals Mail Social Display
IndusInd.com – Web Traffic
Sources
*On Desktop
Top Referring Sites Top Destination Sites
pgi.billdesk.com 22.22% billdesk.com 42.19%
irctc.co.in 15.79% payments.billdesk.com 39.63%
billdesk.com 14.57% indusmoments.com 3.41%
secure.payu.in 10.87% secure.payu.in 1.66%
citruspay.com 5.21% citruspay.com 1.05%
• Other than direct customer Logins most of the transitions happened either from or an e-
commerce website payment gateway or Irctc booking portal

20. IndusInd.com – Web Traffic
via Search Sources
• “IndusInd bank” search topped among all organic search keywords

21. IndusInd.com – Web Traffic via
Social Media Sources
• Majority of social media traffic for IndusInd.com came from facebook

22. IndusInd.com – Web Traffic via
Display Ads Sources

23. IndusInd.com – Web Content
Traffic Share & Topics

24. Banking Industry Website Analysis
Snapshot

25. Citi Bank , Axis Bank
*citibank *axisbank

26. ICICI Bank , HDFC Bank
*icicibank *hdfcbank

27. IndusInd Bank – Insights
• IndusInd Bank's Q3 results, #savethewild & IndusInd Bank raises Rs 3,193 crore
from overseas lenders news, drove majority of buzz for IndusInd Bank
• Unresolved banking complains, unsettled/disputed charges led high dissatisfaction
among existing users
• IndusInd bank was least talked about brand as compared with other competitors
• Twitter engagement for IndusInd was relatively less as compared to RBL & Yesbank
• News coverage engaged main population for IndusInd on social media
• Frequent #contests & open-ended encouraging posts can increase active
participation of engagers resulting in high SOV for brand
• ‘South Indians’, appeared to be more interested in IndusInd bank posts as compared
to the ‘North Indians’
• Engagement wise on social media, visit & bounce rate wise on web performance
IndusInd is trailing Yesbank
Thank You