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Web Listening

For

Financial Institutions

Offer: Banking Syndicated Report Subscription

Offer Summary

The monthly banking syndicated report is a

necessary tool for market research, PR, advertising,

operations, product development a.o.

It allows you to always be in the know on what

customers say about your company and your

competitors.

Data is harvested from relevant targeted websites on

a daily basis, it is consolidated and reported in a way

that it is actionable.

The web listening discipline done right (using

taxonomies & curation with feature sentiment) is

quite expensive and thus this syndicated approach

Listen ~ Analyse ~ Understand ~ Engage

Web Listening

Online Chat Groups/

Think Tanks

Bulletin Boards

Online Stimuli

Evaluation

Video/photo Diaries

Video Clip Evaluation

Social Media Research has Web Listening in its centre

integrated and enhanced with other online research!

Listen ~ Analyse ~ Understand ~ Engage

Have a 1-to1 dialogue with those posting comments and find out more.

Invite them to take part in a research project (e.g. Focus Groups).

Better understand existing consumer segments.

Generate attribute lists about what matters for consumer tracking studies.

Add to or be the development stage for a new project (what are the issues/attributes in consumer language).

A source for investigation put “meat on the bones” of other research findings.

Use posts as qualitative or even quantitative stimulus for other research.

Link to corporate reputation and by extension to customer loyalty and employee engagement studies.

Here is how Web Listening fits in with your other research!

Web Listening

supports

multiple

departments…

Web Listening

Online Communities

Online Reputation

Management

Product Innovation

Operational Improvements PR

Marketing

R&D

Operations

…thus investment

may be shared

across multiple

budgets!

Examples on how different departments in

your bank can use the monthly report!

• Engage in a one-to-one dialogue with your customers and respond to negative comments. (PR)

• Invite some of the customers to join online forums and chat groups to further express their views. (Customer Insights/Market Research)

• Positive sentiment can be leveraged in advertising. (Marketing)

• Operations can learn about and fix specific branch performance issues. (Operations)

• Financial products can be adjusted, and new ones can be designed to meet customer needs. (Product Development, R&D)

Monthly Report

Structure & Content

Explanatory Note on Report Structure

There are 5 data dimensions that can be reported:

1. Sources (websites)

2. Companies/Brands (banks or insurance companies)

3. Measures (volume of posts, share of posts by sentiment)

4. Time Periods (aggregated data and trends)

5. Attributes (sentiment can be reported at the level of attributes by brand)

Multiple combinations of the above allow numerous ways to synthesize and analyse the data harvested from the internet.

Monthly Syndicated Report Content

• Share of Voice – Top 10 Brands 1. Aggregated P1M 2. Aggregated P3M 3. Aggregated P6M 4. Monthly trends (for the past 12 months) 5. Quarterly trends (for the past 2 years) 6. Yearly trends (as many years available)

• Top 10 Attributes by number of mentions 7. Aggregated P1M 8. Aggregated P3M 9. Aggregated P6M 10. Monthly trends (for the past 12 months) 11. Quarterly trends (for the past 2 years) 12. Yearly trends (as many years available)

Monthly Syndicated Report Content (cont.)

• Negative and Positive Share of Voice – Brands 13. Aggregated P1M 14. Aggregated P3M 15. Aggregated P6M 16. Monthly trends (for the past 12 months) 17. Quarterly trends (for the past 2 years) 18. Yearly trends (as many years available)

• Net Sentiment Score (NSS) – Aggregated P3M 19. For Brands 20. For Attributes 21. Matrix: NSS over Frequency of mention for Brands 22. Matrix: NSS over Frequency of mention for Attributes

• Drill downs 23-42. 5 drill downs (level 1-4)

• Benchmarking 43. Sentiment Benchmarking for Client 44. Priority Matrix for Client

A New Force for

Business Insights

Syndicated Report Deliverables

• 12 Monthly Powerpoint/PDF Reports. • Up to 5 selected lists of posts by feature (custom excel spreadsheets). • Up to 5 pre-defined drill-downs (custom included on PPT report). • Sentiment Benchmarking for CLient and up to two competitors ( 6 analyses

only year one) • Back-data from July 1st 2010, included.

Additional analysis and reporting available on-demand

Our Purpose is…

…to be the leading digital market research

specialist by connecting market research

expertise to state of the art technology.

…to be leading the industry in extracting

actionable insights from large amounts of

complex data that we gather, fuse, analyse and

synthesize.

We are passionate about innovation in bringing

consumer conversations to organisations, helping

clients understand how they can better serve customer

needs enabling success through better insights based

on science and data analysis expertise.

Contact: Michalis A. Michael

mmichael@digital-mr.com 9 Coldbath Square :: London :: EC1R 5HL :: UK

Mob +44 (0) 7515710370