1) The document analyzes conversations around the BFSI sector in India from January 2014. It identifies key trends, drivers of discussions, and sentiment around various topics. 2) Insurance saw the most negative sentiment, with many complaints about claims settlement. Mutual funds also saw uncertainty around returns. Stocks and banking saw more positive discussions. 3) Younger Indians showed more interest in investments like mutual funds and stocks. Those over 40 discussed various insurance, stocks, and funds. Males focused on investments while females discussed banking and insurance.

1. YOUNG INDIA SERIESYOUNG INDIA SERIES –
BFSI REPORT

2. Research Methodology
The purpose of this report is to examine BFSI chatters on the web, the key drivers of conversation around the market and Industry, causes of negative
and positive brand mentions, and identify key trends and mindset of people hosting these conversations.
Objectives
Our approach
We listened to conversations and collected the data
automatically from a corpus of several million sites,
Collection was done on the basis of requirement defined
Multilayered Refinement
•Million of web sources
Multi-level iterations to buildq
by combinations of keywords. The data was then ran
through a layer of text‐mining tool to remove noise, refine
sentiment and refining themes.
Time Frame: Jan 1, 2014 to Jan 31, 2012
Collection
Articles and comments were then evaluated by researchers
comprehensive and relevant
queries
•Derived through removal of
irrelevant content such as ad
links, irrelevant postings etc.
through a combination of
Overall
Universe
2,08,338
Analysis
Articles and comments were then evaluated by researchers
after removing noise, there from assessing sentiment
(negative, positive, neutral and ambivalent of the sample
selected) and structuring the information into themes.
Which indulged manual as well as automated processes to
derive qualitative and quantitative analyses of the results
to identify the trends in discussions threads.
From the total relevant
universe sample was
selected for analysis through
human analysis and text
mining
Relevant
Universe
y
Stratified Random Sampling –
Data captured across all
dates and social media
channels, Analysis done
through semi manual process
which also involves
t l ti f lti t d
Sample
INDUSTRY – BFSI
GEO – INDIA
DURATION – 1st ‐ 31st Jan, 2014
SOURCES – Twitter, Blogs, Forums, News & other Social Media
Ch l extrapolation of multi tagged
tonality & themes
AnalyzedChannels
SAMPLING – 10% random sampling

3. Young India – BFSI
It id i d t ’ f t li i th h d f th th f
“Its said every industry’s future lies in the hands of the youth of
their country. Keeping this in mind here’s an attempt to
quantify what INDIA’s Youth Talking about BFSI as an industry“
”
BFSI
Relevant Universe
N= 15,000
(Sampling done further at 10%, n = 1,500)
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330
2,08,338
(JAN 2014)

4. Our Methodology
STEP 1: SELECT
CRITERIA FOR THE
STUDY
STEP 2: INDUSTRY
SEGMENTATION &
CATEGORIZATION
STEP 3:
CATEGORY & SUB
CATEGORY WISESTUDY CATEGORIZATION,
DEMOGRAPHIC
BIFURCATION - AGE,
GENDER etc
CATEGORY WISE
SENTIMENT
Insurance
Banking
Mutual Funds
St k
1.CATEGORY
a. SUBCATEGORY
+ve
-ve
Neutral
INDUSTRY - BFSI
GEO - INDIA
DURATION - 1st-31st Jan,2014
SOURCES T itt Bl Stocks
Others
Neutral
KEY INSIGHTS
SOURCES – Twitter, Blogs,
Forums, News & other Social
Media Channels
THOUGHTBUZZ ANALYTICS

5. Key Discussions – BFSI
Of the observed more than 30% of discussion were related to shares & stocks
Almost every 3rd individual is either enquiring or suggesting about various
Mutual Funds
Others
7%
Others
Includes discussion around NSC, Post Office Savings,
Bonds, VC, Lottery, Lucky Draw, Angel Investors
31%
12%
7%
StocksBanking
Inclusive of discussions related to Indian
banking system, CASA a/c opening &
promotions, IBPS, Credit Cards & Loans
Captured various conversation
around stock quotes, exchange
market conditions, experts tips &
b lli h k d & f
22%
Insurance
Insurance related discussions are
p , ,
bullish market trends & forecasts
28% Mutual Funds
mostly either a promotional call
complain, or an enquiry, or a claims
settlement related discussion
Buzz related to MF’s, growth rate, SIP’s
MF agents, policies & regulations, lock-
i i d & t i t tin periods & return on investments
N= 1,500, 10% sample taken out of available data 15,000 random JAN’14

6. Key Age Groups – Bifurcation taken for the study
G t th 40 Y
Less than 30 Years
30-40 Years
Greater than 40 Years
26% of the observed
24% of the observed
Less than 30 Years
50% of the observed
M j it f th k
Majority of them were
interested in discussions
related to mf’s, sip’s start-
ups, VC funding's &
A l i t
Majority of them were keen
interested in stocks buzz &
discussions related to short
term investments
Majority of them initiated and participated
in all kinds of insurance, stocks & mf’s
discussions, many people of this age
group were sharing investment tips &
claims settlement issues
Angel investors
claims settlement issues
N= 215, total age group data available out of the universe of 15,000 random data

7. Topic wise key interest
People below the age group of 30 years were more interested in Mutual Funds, Bonds,
Venture Capitals, Angel Investors etc.
People falling between the 30 – 40 age group took more interest in stocks & shares related
discussions
People Above 40 years were equally interested in Insurance MF’s & stocksPeople Above 40 years were equally interested in Insurance MF s & stocks
27%
29%
Insurance Banking MF Stocks Others
22% 21%
26%
27%
24%
26%
21%
26%
20%
10%
15%
9%
12%
13%
< 30 > 30 & < 40 > 40< 30 > 30 & < 40 > 40
N= 215, total age group data available out of the universe of 15,000 random data

8. Gender Analysis – Bifurcation taken for the study
Males were almost 2 times more active than females in
posting BFSI related queries & suggestions
67% 33%
N= 3000, total gender available out of the universe of 15,000 random data

9. Top Category – Gender Bifurcation
Males were predominantly interested in various Stocks, Mutual funds & other investment related
queries whereas Females took more interest in Banking & Insurance related discussions
5%
4%Others
Female Male
67%33%
40%
33%Stocks
25%
17%
23%
B ki
MF
18%
12%
23%
17%
Insurance
Banking
18%
N= 3000, total gender available out of the universe of 15,000 random data

10. Now, let’s look at BFSI as an overview
(all age groups) & bifurcate the
categories into sub- segments to drill
down further
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330 420
N= 1,500 for all further analysis beyond this point (10% sample of 15,000 available universe JAN’14 data)

11. Top Discussions – Bifurcation taken for the study as per the Overall BFSI buzz
7%
Stocks Mutual Funds Insurance Banking Others
Stocks
Mutual Funds
Insurance
TOP CATEGORIES31%
12%
Insurance
Banking
Others (VCs,
Angel Investors etc)
28%
22%
OSMutual Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330

12. Top Discussions – BFSI
Positive Negative Neutral
90%
67% 72% 73% 72%
7%
16% 20% 18% 23%3%
17% 8% 9% 5%
7%
16%
Stocks Mutual Funds Insurance Banking Others
Almost 3 out of every 10 investors were interested in stocks news & posts
Almost every third person was enquiring about Mutual funds, Majority of them are not satisfied with the current
growth of their Mutual funds investment
2 of every 10 person have invested in either of Life, Health & General insurance
Indian Banking system discussions were mostly related to banking promotions & CASA a/c openings, Majority of
people agreed that Indian banking system should be modified
7 out of 100 people were more contented in unconventional investment instruments for short term profits7 out of 100 people were more contented in unconventional investment instruments for short term profits
N= 1,500 10% sample of 15,000 available universe JAN’14 data

13. INSURANCE – Bifurcation taken as per the Buzz
Investment: Insurance as investment
options
TOP CATEGORIES
InvestmentLife
Health
7%
Money : money worth options/
monetary value for insurance segment
Tax : Insurance as Tax saving option
General : Vehicle insurance chatter
Policy/Claims : Insurance chatter
Investment
24%
Policy/Claims
10%
Life
10%
around claims & policies (Life/Health
Insurance were major chatter for claims)
Life : Insurance chatter around life
insurance
Health : Insurance chatter around
health insurance
Money
17%
Tax
16%
General
16%
OS
Mutual
health insurance16%
Others
105
Stocks
N 465
Mutual
Funds
N 420
Banking
180
Insurance
330

14. INSURANCE – Netizens perspective towards Insurance
hh
Positive Negative Neutral
80%
59% 58%
66% 71% 71%
78%
Stocks
31%
Banking
12%
Others
7%
Stocks
31%
Banking
12%
Others
7%
17%
32% 35%
21%
14% 14% 17%
3%
9% 7%
13%
15% 15% 5% Mutual
Funds
Insurance
22%
Mutual
Funds
Insurance
22%
17% 14% 14% 17%
28%28%
N = 330
Around 20% of people discussing about insurance finds insurance as a investment instrument, Most of their
discussion were related to insurance investment & returns
14% of the total people discussing about insurance were actually investing or enquiring about insurance
investment because of tax saving benefits
General insurance related discussions were basically claims settlement related and new policy enquiry
P li & Cl i l t d di i tl l i & ttl t l t d i Al t ll th tPolicy & Claims related discussions were mostly complains & settlement related issue, Almost all the comments
observed referred policies as complicated rules & regulations N= 1,500 10% sample of 15,000 available universe JAN’14 data

15. INSURANCE – Key Findings
Discussions pertaining to various types of Insurance investment, claims
settlement related, tax saving benefits, experts suggestions & advice
Investment : Around 2 in 10 people discussing about Insurance were enquiring
about various insurance policies from a secured investment standpoint
Money : Adviser & Experts were suggesting various tips to save money through
different insurance plansdifferent insurance plans
Tax : Tax saving policies, and various taxation conventions for insured investments
on surrender before maturity were most discussed topics
General Insurance : Top buzz were around SBI General Insurance recruitment,
general insurance promotions & various vehicle insurance plans
P li /Cl i 1 t f 10 l di i b t i ithPolicy/Claims : 1 out of every 10 people discussing about insurance were either
enquiring, suggesting or complaining about claims settlement & maturity. Mostly
vehicle/ health insurance related claims saw a major –ve chatter as people sign
up insurances without reading the terms & conditions
Life Insurance : Majority of people discussing about life insurance policies,j y p p g p
maturity & claims enquiries were above 40 age group
Health Insurance : Most of the health insurance insured were unhappy with un-
settled claims & hidden policies

16. BANKING – Bifurcation taken for the study
Credit Cards: Consumer banking credit
TOP CATEGORIES
Credit Cards
12%Interest
card chatter
Banking: Bank accounts & other
online/offline consumer banking related
chatter
IBPS: Banking exam related chatter
Loans: Home/Auto/Personal Loan related
Banking
17%
Ibps
24%
Loans: Home/Auto/Personal Loan related
chatter
Interests: Rate of interest on various PF/FD
etc related chatter
Ibps
1%
Loan
46%
OS
Mutual
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330

17. BANKING – Netizens perspective towards Indian Banking System
hh
Positive Negative Neutral
Stocks
31%
Banking
12%
Others
7%
Stocks
31%
Banking
12%
Others
7%
76% 84% 87% 86% 90%76% 84% 87% 86% 90%
Mutual Funds
Insurance
22%
Mutual Funds
Insurance
22%
7% 4% 10% 5% 2%
3% 12% 3% 9%
8%7% 4% 10% 5% 2%
3% 12% 3% 9%
8%
28%28%
4% 2%
Credit Cards Banking Ibps loan Interest
4% 2%
Credit Cards Banking Ibps loan Interest
Around 34% of the total banking discussions were related to loans, Most of the people were unhappy with Indian
bank loan allotment policies
N = 180
p
Banking regulations and conventional functioning was highly criticized, a lot of people were of the opinion to
redefine banking norms for the advancement of the monetary transactions
Many students were enquiring and sharing their ideas to crack the exams for banking services
3 out of every 100 credit card holder was not happy with their financial planning
RBI’s decision to increase the Repo rate was highly criticized by Netizens
N= 1,500 10% sample of 15,000 available universe JAN’14 data

18. BANKING – Key Findings
Buzz around Indian banking systems, bank policies , products,
offerings/promotions, common banking issues faced by Netizens across India
Credit cards: Discussion around credit card promotions, billing issues & salary savings
were of major concerns
Banking: Netizens showed their major concerns regarding conventional Indian
banking System, Most of them were unhappy with conventional banking policies &
complicated paper works many people wanted Indian banking to get morecomplicated paper works, many people wanted Indian banking to get more
advance to make monetary transactions more smooth & easy, many buzz around
Islamic banking were also observed
IBPS: Many applicants of common banking entrance test were enquiring about IBPS
exams & cracks
Loan: Buzz around home loans, Interest free loans for farmers, education loans &
vehicle loans, EMI, EMI calculations, promotions & pay back was observed most,
Islamic banking sharia loan programs buzz was also the hot topic of discussion
Interest: Netizens criticized RBI’s action of hike in repo rates, Many people were
unhappy with hike in interest rate, Interest free loans of Islamic banks was a trendingunhappy with hike in interest rate, Interest free loans of Islamic banks was a trending
topic

19. MUTUAL FUNDS – Bifurcation taken for the study
Mutual Fund: MF discussion around high return
investment tips/advice& comparing various growth
TOP CATEGORIES
Mutual fund
3% SIP
3%Agent
13%
funds
SIP: Short term Investment discussions around small
investors
Growth Rate: Discussions related to rate of
return
Lock in: Enquiries for lock in period of various
Growth Rate
24%
L k i
13%
Lock in: Enquiries for lock in period of various
plans
Commission: Buzz around hidden commission
and charges
Agent: Over selling practice of agents
Lock in
7%Commission
50%
OSMutual Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330

20. MUTUAL FUNDS – Investment instrument Netizens opinion
OthersOthers
Positive Negative Neutral
Stocks
31%
Banking
12%
Others
7%
Stocks
31%
Banking
12%
Others
7%
78%
71% 72%
Mutual
Funds
Insurance
22%
Mutual
Funds
Insurance
22%
8%
5% 21% 19%
82% 78%
86% 83%
72%
28%28%
Most of the investors were mystified about Mutual Funds investments, Almost every second investor was confused
10%
17%
8% 8% 9%
8% 6% 17%
Mutual fund SIP Growth Rate Lock in Commission Agent
N = 420
Most of the investors were mystified about Mutual Funds investments, Almost every second investor was confused
about their invested money
A many investors were enquiring about SIP , Few financial advisors also recommended SIP to investors
Investors were mostly concerned for their investment growth rate, Most of them were enquiring about the Mutual
Funds growth calculations
A many cases were observed where major portion of the Mutual funds premiums were secretly charged as a
commission leaving investors no clue about the deductions
N= 1,500 10% sample of 15,000 available universe JAN’14 data

21. MUTUAL FUNDS – Key Findings
Discussion around Mutual Funds queries & suggestions, SIP’s investment, short term
growth funds, agents hidden commission & complicated policies
Mutual Funds : Majority of experts were posting high return investment tips/advice,
Investors were enquiring & comparing various growth funds
SIP: Short term Investment discussions were mostly keen to small investors, many
i i i i i ipeople were enquiring about short time period investment to save their salary
Growth Rate : Discussions related to high growth rate of return were keen to small
investors. Many investors were enquiring for low risk high return plans & tips
Lock In : Investors enquired for lock in period of various plans and products, Few
complained about their advisors/agents for not disclosing plans lock in periodcomplained about their advisors/agents for not disclosing plans lock in period
Commission : Buzz around hidden commission and charges, Majority of people were
not familiar with commission/charges deductions from their monthly premiums
Agents : Many people were not happy with the over selling practice of agents, Many
investors also mentioned that agents doesn’t disclose complete information about
the products before selling themthe products before selling them

22. STOCKS – Bifurcation taken for the study
Shares : Chatter around stocks or share holders
NSC: Index news, top gainers & losers, Index historical
TOP CATEGORIES
Shares
23%BSE
14%
Option
6%
Debentures
0%
MCX
0%
SC: de e s, op ga e s & ose s, de s o ca
trend, performance forecast discussions
Call: Discussions around when to call back a stock
Put: Discussions around when to invest into a stock
BSE: Conversation were about Index listings of the day ,
stock comparison, expert tipsNSE
Put
15%
p p p
OPTIONS : Conversation around hedging &
minimizing risk of uncertainty in trading
DEBENTURES : Chatter around credit holdings in a
particular company or an institution
MCX: Buzz around MCX auction plan for FTIL stake
i i i
23%
Call
19%
OS
Mutual
reduction, commodity quotes & research studies
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330

23. STOCKS – Indian Investors views
Positive Negative Neutral
Others
86%
78%
94% 97%
86% 87% 93%
81%86%
78%
94% 97%
86% 87% 93%
81%
Stocks
31%
Banking
12%
7%
10%
22%
6% 3%
14% 13% 7%
19%4%
10%
22%
6% 3%
14% 13% 7%
19%4%
N 465
Mutual Funds
28%
Insurance
22%
Of the observed majority of people were interested in stocks & equities, Most of them shared the stock
quotes & raised query on various stocks & exchange markets
N= 465
quotes & raised query on various stocks & exchange markets
A lot of new investors were inquiring about derivatives and were seeking experts suggestions on call & put
options
Majority of share holders were suggesting first times to uphold their investments in equities for bullish market
situation
A lot of experts were of the opinion that Indian investors are blind folded and carry the least knowledge
about the instrument they are investing in
N= 1,500 10% sample of 15,000 available universe JAN’14 data

24. STOCKS – Bifurcation taken for the study
Buzz led by news around stocks, expert tips & quotes, top gainers & losers,
NSE & BSE index & MCX
Shares : 2 out of 10 people talking about stocks were either a share holder or
an expert
NSE : Index news, top gainers & losers, Index historical trend, performance
forecast discussions were mostly discussedforecast discussions were mostly discussed
BSE : top conversation were about Index listings of the day , stock comparison,
expert tips & investment suggestions
Call/ Put options: Many experts suggested investors to cover up their risk of
investment though balanced call and put option trading
MCX : News around MCX to give action plan for FTIL stake reduction,
commodity quotes & research studies led buzz were observed

25. OTHERS – Bifurcation taken for the study
Post office: Chatter around post office saving & News
stating post office’s to be converted in to payment banks
Bonds: Ch tt d i t t f i ki d f
TOP CATEGORIESPost office
6%
Bonds
4%
Angel investors
Bonds: Chatter around interests of various kinds of
bonds, various enquiries, quotes
Venture Capitalist: Chatter around startups & VC
funding
Cash Funds: Observed around unconventional
investment practices like Cash Funds
VC
33%
34%
p
Chit Funds: Observed around unconventional
investment practices like Chit Funds
Lucky Draw: Observed around unconventional
investment practices like Lucky Draw
Angel Investors Buzz around Angel investors
Cash Funds
8%
Chit funds
9%
Lucky Draw
6%
promotions, third party SME loan offerings, loan raising tips
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330

26. OTHERS – Other Popular Investment tools
Others
7%
Positive Negative Neutral
Stocks
31%
Banking
12%
82%
75% 69%
78%
94% 91%
66%
Mutual Funds
Insurance
22%
18%
25% 29%
17%
5% 8%
31%
2%
5%
1% 1%
3%
28%5% 8%
Post office Bonds VC Cash Funds Chit funds Lucky Draw Angel
investors
Many people still trust the outlawed method of financial investments, Lots of people are comfortable with the
same unconventional practice of earnings & short term investments like Chit Funds, Lucky Draw & short term
N = 105
p g y
cash funds
Indian Post offices to enact as a payment banks encourages the interest of suburbs & rural investors
Venture Capitalists were the most concerned area of the people falling under 30 years of age group
A lot of new startups advocate their request through twitter for VC funding
Many small & medium investors still find the conventional financial tools more effective
N= 1,500 10% sample of 15,000 available universe JAN’14 data

27. OTHERS – Bifurcation taken for the study
Category is inclusive of conversation around unconventional financial
systems, Also people were initiating & participating in VC funding & Angely p p g p p g g g
investment buzz
Post Office: News stating post office’s to be converted in to payment banks
drove Netizens attention, Many secured investors admitted that post office
savings are the best instrument safe and secured investmentsavings are the best instrument safe and secured investment
Bonds: Investors were also interested in various kinds of bonds, various enquiries,
quotes suggestions were observed
VC funding: Majority of people falling under 30 age group were interested in VC
funding, Many were seeking for advice & suggestions from expertsg y g gg p
A lot of conversation were observed around unconventional investment
practices, Many people still follow the un-lawful short term investment practices,
Majority of small investors still finds it easy and more profitable
Angel Investors: Buzz around Angel investors promotions, third party SME loan
offerings loan raising tips were more common among all others categoryofferings, loan raising tips were more common among all others category
discussions

28. WHAT DO THE CORPORATES SAY?
“CONSUMER BANKING” BRANDS ON SOCIAL MEDIA“CONSUMER BANKING” BRANDS ON SOCIAL MEDIA
BOB
26%15%
4%
ICICI BankAxis Bank
Key Findings:
Indian banking still levy stiff paper-works
right from ac opening to monetaryright from ac opening to monetary
transactions
Many buyers complains were observed
stating no clue about loss of money in
online payment
19%
36%
HDFC Bank
SBI Bank
In the era of E-commerce banking still
requires complicated formalities for
online monetary transactions
ATM withdrawal are still not free many
Majority of banking discussions were related to product
promotion, product enquiry or issues. Moreover, Indian
banking has to be more advance to convene the smooth &
ATM withdrawal are still not free, many
people expressed their grievances as
they donate several amount of money
from their salaried ac only for drawing
money from ATM
easy flow of money across the nation (especially small town
wherein A cities can transfer funds to B Towns families without
much paper work)
N= 552, Consumer Banking brands mentions in JAN’14

29. WHAT DO THE CORPORATES SAY?
“INSURANCE BRANDS” ON SOCIAL MEDIA“INSURANCE BRANDS” ON SOCIAL MEDIA
Allianz
Apollo Munich
Aviva
5% 2%
1%
0%
SBI General Insurance
Aviva
Key Findings:
Majority of investors are unaware of
i i ithe insurance policies
A many complains were observed
affirming agents over selling
practices
92%
practices
Majority of claims related issues
were observed in the case of health
& general insurance
Majority of discussions around Insurance was related
to LIC India. Insurance policies should be made
investors friendly and there should be minimum
hi d i l i l i ttl t i
LIC
hindrance in resolving claims settlement issues
specially Health & General Insurance
N= 3776, Insurance brand mentions in JAN’14

30. FINAL TAKEAWAYS
1 INSURANCE: INDIANs are unhappy with health insurance & were enquiring/
suggesting or complain about insurance claims settlements
1. BANKING: INDIANs want banking system to get more advance in terms of
paper works and smooth money transactions (interbank transfer as well as refunds
on ecommerce transactions)
2 on ecommerce transactions)
2.MUTUAL FUNDS: INDIANs like the idea of small investment a solution for salary
savings & were enquiring about short time period investment to save their salary.
3 g q g p y
3.
4 STOCKS: ONLY serious players predominate. Hence most of the stocks
discussions were initiated either by a shareholder or a stock expert & were neutral
4. y p
in nature.
5 UNDER 30 AGE GROUP: YOUNG INDIANs were mostly interested in VC
5. funding, Many were seeking for advice & suggestions from experts.

31. Thank YouThank You
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