1 2014-01-22 5/002 01-cal 115 0380 uen d powerpoint ... between sony xperia z2 and samsung 5s =>...

Confidential 5/002 01-CAL 115 0380 Uen D PowerPoint template, Sony version 2014.3, format 16:9 2014-01-22 1


•

•


2005

2009

2010

2011

2012

2013

•

•

•

•

•

•

•

•

••

••

•


Company Internal

5/155 01-1/FEA 202 8223 Uen Rev PA7 CS Manage Field Information Feedback

Process

2011-10-28 10

Key Smartphone Topics – Net Sentiment

Company Internal


Process

2011-10-28 14

Sony Ericsson share of WiFI connectivity issues has grown substantially from April to end of November 2011. Blackberry have surpassed HTC for the number one spot, with Sony Ericsson close behind as number three. Samsung is currently best in class with the lowest share of WiFi issue buzz

WiFI Issues Buzz Ranking

1. BlackBerry

2. HTC

3. Sony Ericsson

4. LG

5. Motorola

6. Nokia

7. Apple

8. Samsung

Brand share of WiFi issue related buzz relative to total brand buzz

from May 2011 – November 2011

9CONFIDENTIAL

Xperia™ ray (ST18) Social Media buzzSource: Integrasco Triage report 11w44

Company Internal


Process

2011-10-28 10


Company Internal


Process

2011-10-28 14



1. BlackBerry

2. HTC

3. Sony Ericsson

4. LG

5. Motorola

6. Nokia

7. Apple

8. Samsung



9CONFIDENTIAL



Company Internal


Process

2011-10-28 10


Company Internal


Process

2011-10-28 14



1. BlackBerry

2. HTC

3. Sony Ericsson

4. LG

5. Motorola

6. Nokia

7. Apple

8. Samsung



9CONFIDENTIAL


Intelligence

Common Sense

Will it lead to repairs

Will it lead to annoyance

What is the impact to the company

How will it affect sales

Will it be worse than competition

Can it be used as sales advantage

Sales message ≠ Real performance

And……

And……

And……

Pro

po

se a

cti

on

s


Social Media Mobile

business

Internal

Data

Support

Web

Support

Forum Internal

Data

Internal Data


Social Media related to

Mobile business

Positive

Neutral

Negative

Unique Issues

25 000/year

Sony Mobile

•

•

•

•


Contact

Center

Social Repair


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%

Rolling awerage (4w)Wi-Fi issues as % of Buzz/week

Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35

PY 2013, CY2013 weekly Buzz vol

Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL


PA12013-10-298 Confidential

Geek Index – Top tech communities

Sources Headlines

• Sony gets a 1% increase in share of buzz and overtakes HTC as the third most discussed brand. The Xperia Z1 attracts much attention from the tech savvy communities. Camera and image quality are the key buzz drivers, but the sentiment in these discussions is slightly mixed with positive undertones when it’s expected that the camera quality improve in later software updates

• Apple gets a massive 18% increase in share of buzz this month with the new iPhones being announced and rolled out. The 64-bit iPhone 5s is the key buzz driver and the tech savvies are debating whether 64-bit is a gimmick or not. The majority are positive towards it and describes it as future proof. iOS 7 rolling out adds some mixed buzz towards Apple as the UI discussions are on-going and several are reporting motion sickness when using the new UI

• The iPhone 5 “Touch ID” function drives buzz for Apple. Security and usability and the balance between the two are the most discussed aspects

• Samsung gets a 7% drop in share of buzz this month with the Galaxy S4 and new Note 3 being its key buzz drivers

Brand share of buzz – September 2013The Geek index is measured across 15 influential global geek oriented discussion boards

and blogs to form a representative benchmark

Share

of

buzz

Gainers and Losers Share Change Momentum

(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result

• Consumer expectation on

products in

• Social Media

• Contact Center pre sales

• Changed info in support information

• Escalation to sales about miss / match

• X10 double touch for AT&T

Investigated the discussions in Chinese Social

Media between Sony Xperia Z2 and Samsung 5s

=> Changed marketing to emphasis the part of Z2

that has been received positive


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%


Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35


Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL




Sources Headlines







Share

of

buzz


(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result


products in

• Social Media





Used to follow Brand, Products, Events but also

to understand how painful an issue is for the

customer

NB Social is the only source of “free” positive

feedback.


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%


Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35


Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL




Sources Headlines







Share

of

buzz


(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result


products in

• Social Media





To understand how test forums and customers

rate Sony products compared to competitors’

products.

NB Social is the only source where you can

compare yourself with the competition on equal

basis


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%


Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35


Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL




Sources Headlines







Share

of

buzz


(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result


products in

• Social Media





Positive buzz, Negative buzz, Possible issue

buzz, etc.

Interesting to follow and to compare/correlate with

sales, marketing activities, emerging of new

issues.

Early indicator that “something” is going on


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%


Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35


Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL




Sources Headlines







Share

of

buzz


(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result


products in

• Social Media





Fastest indicator of new issues, does the issue

increase, does the mitigation or improvement

work


Company Internal


Process

2011-10-28 10


0,0%

0,2%

0,4%

0,6%

0,8%

1,0%

1,2%

1,4%


Apple

Samsung

HTC

LG

Nokia

Blackberry

Motorola

Sony Mobile

0

5 000

10 000

15 000

20 000

25 000

30 000

35 000

40 000

45 000

week 01

week 03

week 05

week 07

week 09

week 11

week 13

week 15

week 17

week 19

week 21

week 23

week 25

week 27

week 29

week 31

week 33

week 35


Xperia Z

Xperia ZL

Xperia E dual

Xperia E

Xperia tablet Z

Xperia L

Xperia SP

Xperia A

Xperia ZR

Xperia UL

Xperia Z Ultra

Xperia C

Xperia M

Xperia M dual

9CONFIDENTIAL




Sources Headlines







Share

of

buzz


(3 months)

Apple 40% +18%

Samsung 18% -7%

Sony Mobile 16% +1%

HTC 15% -8%

LG 5% -2%

Motorola 3% -1%

Nokia 2% - -

BlackBerry 1% -1% -

Company Internal


Process

2011-10-28 8

Pre-RTL info

• Product spec

• White Paper

• LUT result


products in

• Social Media





Extremely valuable to understand how customers

perceive an issue and how to reproduce issues to

enable engineering to test improvements


mailto:[email protected]

mailto:[email protected]

SONY is a registered trademark of Sony Corporation.

Names of Sony products and services are the registered trademarks and/or trademarks of Sony Corporation or its Group companies.

Other company names and product names are registered trademarks and/or trademarks of the respective companies.

1 2014-01-22 5/002 01-cal 115 0380 uen d powerpoint ... between sony xperia z2 and samsung 5s =>...

Documents