Banks on Social Media: OCBC Most Talked About in SG

1. BANKS ON SOCIAL MEDIA A study on Banks based in Singapore

2. Key Findings ★ OCBC is the most talked about bank in Singapore ★ Conversations about banks are 80% most likely to come from men. ★ Twitter is the most preferred medium for conversations about banks, contributing to 76% of the social media buzz. ★ A disgruntled bank customer is most likely to complain about it on discussion forums and on micro-blogging site Twitter ★ The buzz around banks tracked in this study came mainly from United states, followed by Indonesia and Singapore

3. About the research In this research, four major banks in Singapore namely DBS, Citibank, OCBC and Standard Chartered Bank are considered. The conversations in social media are tracked from 1st July to 31st July for a period of one month. The study is based on a total of 38,301 conversations collected for the purpose of the study. In this study, banks and banking related conversations are tracked. Those conversations where the names of the aforemetioned banks are mentioned are tracked.

4. Men are most likely to talk about Banks online. 80.24% Male population constitutes four out of five among those active on the internet and on social networking sites. 19.69%

5. Social Networks and Blogs: The top choice of medium for Facebook conversation around Banks and Banking twitter Social Networking sites, micro-blogs and blogs are Blogs Flickr still the medium of choice for banking related Standard Websites conversations. They contributed to 94% of the time spend on the internet which is close to 16 times the Videos amount of time spend on other sites. Videos, photo sharing sites like flickr and other standard web pages are yet to catch up. 94% 6% Considering all the channels, Twitter is the most preferred medium of choice. Twitter is used 76% of the time, while blogs and Facebook are used 13% and 11% of the time respectively. News fr v b www

6. Most preferred Social Networks The top choice of medium for conversation around Banks and Banking 18,408 Facebook unique conversations 3,060 Blogs conversations 2,669 Twitter conversations 902 News 238 Flickr 178 Videos 100 Other websites

8. Discussion forums is used to pour out negative sentiments: Discussions forums, 41% While Facebook has only 13% negative Custom sites, 31% sentiments, people chose Discussion forums to Blogs, 30% pour out their negative sentiments about banks. News sites, 27% Twitter, 26% People from Indonesia are more likely to express Video Sites, 23% Facebook, 13% their negative feelings about banks, followed by Photo Sharing sites, 3% those from Singapore, Malaysia and Colombia Top 10 Most active countries

9. Males within the age group of 13-25 years are likely to talk about Banking and Banks on Social Networking sites in English In the period of observation, Males formed a large part of the population active on Social Networking sites and blogs. People in the age group of 13-25 years had the highest activity among all age groups. GENDER 80% of them are Male AGE 80% He is between 13 to 25 years 86% LOCATION LANGUAGE He is likely from Indonesia He is likely to speak English 40% 40%

10. Top 10 Countries talking about Banks United Kingdom 8 1 United States Philippines 4 7 6 India 2 Indonesia 5 3 10 Brazil Malaysia 9 Chile Singapore Australia

11. Share of Buzz among Banks Globally Out of 38,301 conversations tracked, Citibank has the highest mentions, which is 65% of the entire buzz about banks. 38,301 conversations tracked Some of the conversations on social networks Citibank, 65% Activating a new #citibank card, so annoying! Standard Chartered, 18% Which card is better? CitiBank Secured OCBC, 14% MasterCard or Bank of Ameica Secured Visa Credit Card? #credit #cards DBS, 3% I am thinking about the OCBC Frank Card, OCBC Plus! Card & the Citibank Clear Card ........... very impressed by Citibank's hotline customer service officer - warm & friendly! Jerms loves JoGoLe too. We are SO meant to be friends. I'm gonna call OCBC tomorrow to compliment her on her superb customer service. @Citibank My first 3 twitts were to throw complaints on you Citi!! I will try my best to stop my friends from opening accounts with you!!!

12. Share of Buzz among Banks in Singapore OCBC Bank has the highest share of buzz among conversations from Singapore. Interestingly, CitiBank with a global share of voice of 65% is on par with Standard Chartered coming far 55% OCBC Bank second when buzz only from Singapore is considered. While DBS has only 4% share. The share of buzz of CitiBank declines as we narrow further down from global to Asian continent and then further down to only Singapore 20% 20% Standard CitiBank Chartered 4% DBS Share of voice in Asian Countries 2 ,5 6 8 41% 35% 21% Standard 3% CONVERSATIONS TRACKED CitiBank OCBC Chartered DBS

13. Top 15 most talked about topics in relation to Citibank WOW! Citibank people are very very impressed by Citibank's hotline customer service officer - warm Friend friendly! & friendly! who lives near citibank? nk mintak The day I think of making a girlfriend, citibank sends me a reminder Credit Cards tolong bayarkan credit card boleh tak message of account balance. Account YIKES! Citibank Locks Man Out Of Bank Account Until He Repays The $84K Worth Of Gas He Didn’t "I always say Chase and Citibank are Buy http://t.co/773QvZX1 via @Consumerist my good friends." - Erin Greenwall Rates @NewFest q/a for My Best Day While decluttering, saw the Cebu Pac credit card Citibank sent me last year pa. Never got to use it Women pa pala. Temptation! Trust RT @OkayErica: I don't trust Citibank, The first ATMs were installed in NYC in 1977 at Citibank branches. but everyone has it. Idgi. #teamChase First Wow these aggressive Citibank agents at it again. First they'd block your way in bazaars, now they'd wait for you at your building exits! Loan Opening Citi Indonesia Women Council Diluncurkan: Citibank Indonesia hari ini Promo mengukuhkan Citi Indonesia ... http://t.co/98eDGaTE Closed University Seafood Burger right NOW at Citibank on University Drive. ATM The mortgage servicers that have agreed hire independent consultants to review abuses include Mortgage HSBC, Bank of America, Citibank, Chase Program Thanks Citibank for being the most unhelpful bank I have ever used!!! Customer service terrible, card just cut up! Thanks again Help So I was on the phone with customer service for my credit card for 52 minutes. While I was on hold for a couple Customer minutes at the end I solved the problem. Stupid tech guy from citibank... Telling me it has to be done from internet explorer but I have a mac so I can't use IE. Somehow I was able to make it work on Safari when they were saying

14. CONVERSATION ON TRUST AND RATES dumping all my money into OCBC coz interest rate. @Onjjongkey2min HSBC Philippines won't waive my credit card annual fee, so I'm transferring my remaining balance to @Citibank Philippines. Ederic Eder ‫@‏‬ederic Rates @ederic @citibank citibank has the highest interest rates. You might regret transferring from HSBC to Citibank. AndyTJW @HarvinthRT I use for iPhone app is another bank account. Some idiots used my OCBC account go buy wallyandrada ‫@‏‬wandrada don't know some online stuffs -_- I feel like if it exists, Meb will rock it. Skechers and Citibank sponsor him... What can Citibank @oleturana Warning: don't trust #Citibank. They're offer him, A higher interest rate? corporate crooks. See http://t.co/FOF7AQ0e for current complaints. @citibank Trust Tyler Doolittle ‫@‏‬Tyler_Doolittle FaiZachary Seriously ah u give me $80 for free? Can trust DBS ah? Hmmm.. Nah nvm too lazy according to Shittybank...$AAPL is no longer a 'champion'....If Apple had analysts they would rate Citibank 'filthy, .. I don't trust Citibank, but everyone has it. Idgi. #teamChase @howardlindzon: SOURCE: TWITTER

15. CONVERSATION AROUND BANK ACCOUNT iUnspoken Dear UOB. I never asked for that ugly calculator looking SecureToken. And now I can't transact from my account? To Citibank I go then.. mui_ling Ok now standard chartered says I misunderstood the nertarsheer meaning of the account. Of all days, GST money is in. I forgot my OCBC account GENERAL pin number. mui_ling Don't know what is standard chartered doing. Open wrong account type for me. Dumb enough. You first COMPLAINTS day banker? Lollie_world sometimes i regret closing down my ocbc account AidilEdzwan Does anyone have the OCBC Frank Debit/Credit card or opened the OCBC Frank Account? Account CLOSING Feedback welcome :) khairahahah I opened an OCBC account because of the gorgeous Frank need to open another card. until now i got $0 inside, but my wallet looks QUESTION account. ocbc or uob? NEW significantly nicer! LOL Opened frank account with OCBC. Finally an account kimjunsu without minimum deposit (till 26). :) @kiddytomo go ahead OPENING OPENED then. for them. LOL. btw do u have your own bank account? if shidahorvejkul iAtep urs is posb/dbs u can Open a new ocbc account Opening an OCBC account soon! Frank debit cards are so cool! apply for "go! card" elextrify Gonna open OCBC Account Going to open a Citibank account when I'm back. POSB/DBS cards can't withdraw jackshit here even though there's Cirrus/MasterCard/plus wendaalimm wendaalimm Gonna open an OCBC account soon. Hate waiting in line just to Spent less than 30 mins opening my OCBC account. Now all I have to do deposit/ withdraw money. Some people can take forever at the is wait for my FRANK card and ibanking token to arrive. machine. SOURCE: TWITTER

21. About Simplify360 Simplify 360 is a Social Media Management Application for Social Business Analytics and Multichannel Engagement. Simplify360 enables organizations to effectively implement social media concepts in to core business functions. Powered by Simplify360 AnalyticsTM, we extend a sophisticated and user-friendly environment to realize value via actionable intelligence. @Simplify360 fb/simplify360 contact us: lian@simplify360.com

Banks on Social Media: OCBC Most Talked About in SG

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Banks on Social Media: OCBC Most Talked About in SG