A Web Listening Report for Financial Services with Sentiment accuracy around 80%.

1. Web Listening
For
Financial Institutions
Offer: Banking Syndicated Report Subscription
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2. Offer Summary
Listen ~ Analyse ~ Understand ~ Engage
 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

3. Social Media Research has Web Listening in its centre
integrated and enhanced with other online research!
Online Chat
Groups/
Think Tanks
Video Clip
Evaluation Bulletin
Boards
Web
Listening
Online
Video/photo
Stimuli
Diaries
Evaluation
Listen ~ Analyse ~ Understand ~ Engage

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

5. Marketing
Web Listening …thus investment
supports may be shared
multiple Online
Communities across multiple
departments… budgets!
Web
Operations
Operational
Improvements
Listening Online
Reputation
PR
Management
Product
Innovation
R&D

6. 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)

7. Monthly Report
Structure & Content

8. 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.

9. 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)

10. 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

11. 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.
A New Force for
Business Insights
Additional analysis and reporting available on-demand

12. 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