London, UK (PRWEB UK) 8 March 2012
Social media research specialist DigitalMR releases latest web listening report on what customers are saying about UK high street banks online.
DigitalMR analysed thousands of customer comments about high street banks for the month of November 2011. Nearly two thirds (60%) of these customer views are positive, compared with 40% negative. The first ever annual banking report covering the whole of 2011 will be available later this month The banks that receive the highest share of online mentions are: HSBC (20%), Lloyds TSB (17%), RBS (17%) and Halifax (11%).
There is a large difference in the positive and negative mentions that some of these banks generate. RBS (21%), Lloyds TSB (16%), HSBC (16%) and Halifax (13%) received the highest share of positive posts. However HSBC (28%) and Lloyds TSB (18%), NatWest (14%) and RBS (12%) receive the highest shares of negative comments.
By calculating the difference in the number of positive posts to negative ones the winner for November is ING Direct with a Net Sentiment Score (NSS) of 64% followed by Clydesdale Bank with 60%. Across November only two of the banks measured achieved a negative NSS, NatWest with minus 6% and HSBC (-8%).
DigitalMRs report (powered by SociaNuggets) analyses thousands of customer comments posted via a range of relevant finance related websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also sentiment whether these posts are positive or negative.
Results are based on comments posted by consumers on the major UK banks: Lloyds TSB, HSBC, Halifax, NatWest, Bank of Ireland, Santander, Barclays, RBS, ING Direct, and Clydesdale Bank.
Managing Director of DigitalMR, Michalis Michael commented: It seems ING Direct is the bank to benchmark for excellent customer service. It has been consistently rated highly by its customers right across 2011, so its no surprise to see them outperforming the other main high street banks for November.
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