INDIAN BANKING SECTOR Social Media Analysis (Q4, 2016)

TOTAL MENTIONS

Mentions

86,528

Mentions

73,868

Mentions

67,562

Mentions

53,539

Mentions

14,687

Mentions

5,433

Brand wise Mentions

Duration 3 Months (Oct-Nov-Dec)

Total Mentions Analysed 301,617

*Data from LocoBuzz (an analytics based integrated marketing platform)

SHARE OF VOICE

ICICI Bank had the highest share of voice (29%) amongst the competition

*Data from LocoBuzz (an analytics based integrated marketing platform)

Axis Bank24%

Citibank India22%

HDFC Bank18%

ICICI Bank29%

Standard Chartered India

2%

Kotak Mahindra Bank5%

ICICI Bank generated maximum positive buzz

followed by HDFC Bank

Axis Bank had maximum negative buzz followed

by HDFC Bank

SENTIMENT ANALYSIS

*Data from LocoBuzz (an analytics based integrated marketing platform)

3775

1861

5184

9276

611

1539

0 4000 8000

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

Positive Mentions

22241

4147

10865

6167

437

4010

0 5000 10000 15000 20000 25000

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

Negative Mentions

BRAND REPUTATION

Positive buzz as compared to overall buzz

Bank Positive buzz

Standard Chartered India 11.25%

ICICI Bank 10.72%

Kotak Mahindra Bank 10.48%

HDFC Bank 9.68%

Axis Bank 5.11%

Citibank India 2.75%

Negative buzz as compared to overall buzz

Bank Negative buzz

Axis Bank 30.11%

Kotak Mahindra Bank 27.30%

HDFC Bank 20.29%

Standard Chartered India 8.04%

ICICI Bank 7.13%

Citibank India 6.14%

Standard Chartered India had the highest % of

positive buzz. Citibank India had the least % of

positive buzz as compared to overall buzz

Citibank India had the lowest % of negative

buzz as compared to overall buzz, followed by

ICICI Bank

PLATFORM WISE BUZZ

Platform wise all banks had maximum buzz on Twitter followed by Facebook. Citibank India had

the highest buzz on Facebook

*Data from LocoBuzz (an analytics based integrated marketing platform)

0

10000

20000

30000

40000

50000

60000

70000

80000

90000

CitibankIndia

Axis Bank HDFC Bank ICICI Bank KotakMahindra

Bank

StandardChartered

India

YouTube 1 604 211 292 29 4

News 370 8641 4877 7723 1427 274

Discussion Forums 627 2886 0 1919 1100 1145

Complaint Websites 83 595 829 844 239 84

Blogs 38 1626 1137 1919 484 209

Google+ 428 1464 1966 1149 178 21

Twitter 51253 53425 39068 66535 10338 2138

Facebook 14481 4038 2807 5770 810 1558

PRODUCT ANALYSIS (CREDIT CARDS)

Citibank India credit cards generated the maximum buzz

*Data from LocoBuzz (an analytics based integrated marketing platform)

Axis Bank6%

Citibank India56%

HDFC Bank17%

ICICI Bank11%

Standard Chartered

India9%

Kotak Mahindra

Bank1%

Total Mentions on credit cards0 100 200 300 400 500 600 700

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

Mentions on Credit Cards

Negative Positive

PRODUCT ANALYSIS (BRANCH)

HDFC Bank branches garnered the maximum overall buzz & Kotak Mahindra Bank had the highest negative buzz

*Data from LocoBuzz (an analytics based integrated marketing platform)

0 500 1000 1500 2000 2500 3000

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

Mentions on Branch

Negative Positive Overall

PRODUCT ANALYSIS (DEMONETIZATION)

Axis Bank had the maximum negative buzz amongst the competition

*Data from LocoBuzz (an analytics based integrated marketing platform)

0

5000

10000

15000

20000

25000

30000

Axis Bank Citibank India HDFC Bank ICICI Bank StandardChartered

India

KotakMahindra

Bank

Mentions on Demonetization

Total Positive Negative

PRODUCT ANALYSIS (ATM)

HDFC ATMs had maximum negative buzz

*Data from LocoBuzz (an analytics based integrated marketing platform)

0

1000

2000

3000

4000

5000

6000

Axis Bank CitibankIndia

HDFC Bank ICICI Bank StandardChartered

India

KotakMahindra

Bank

Mentions on ATM

Total Positive Negative

CAMPAIGN ANALYSIS ( OVERALL BUZZ)

Citibank India had the maximum buzz on campaigns followed by ICICI Bank

*Data from LocoBuzz (an analytics based integrated marketing platform)

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

Axis Bank CitibankIndia

HDFC Bank ICICI Bank StandardChartered

India

KotakMahindra

Bank

7655

41322

8587

31555

768 186

Total Mentions

CAMPAIGN ANALYSIS ( POSITIVE & NEGATIVE MENTIONS)

Citibank had maximum positive mentions and Axis Bank had maximum negative mentions on campaigns

*Data from LocoBuzz (an analytics based integrated marketing platform)

34

1090

23

169

73

14

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

0 200 400 600 800 1000 1200

Positive Buzz

Axis Bank

Citibank India

HDFC Bank

ICICI Bank

Standard Chartered India

Kotak Mahindra Bank

0 50 100 150 200 250

Negative Buzz

KEY OBSERVATIONS

ICICI Bank had the highest SOV i.e. 29%, amongst all the competition

ICICI Bank generated maximum positive buzz & Axis Bank generated maximum negative buzz

Standard Chartered India had the highest percentage of positive mentions & Citibank India had the lowest percentage of negative mentions as compared to their overall mentions

Citibank India had the highest buzz on Facebook as compared to competition

HDFC branches had maximum negative buzz

Citibank India’s credit cards generated the maximum overall & negative buzz

HDFC Bank’s ATMs had the highest negative buzz

Axis Bank had maximum negative buzz on demonetization

Citibank India’s campaigns had the highest buzz as compared to competition

Citibank India generated maximum positive buzz and Axis Bank had maximum negative buzz on its campaigns amongst all the competition