Highlights: ICICI bank performs the best on social media followed by Yes Bank. Standard Chartered and Citibank India don’t have Twitter handles specifically for India. Axis Bank fared the best on Facebook. Yes Bank has achieved the highest score on Twitter in the last month.

1. Top Banks on Social
Media (India)
April, 2014

2. HIGHLIGHTS:
• ICICI bank performs the best on social media followed
by Yes Bank. At third place is Axis Bank but the margin
between second and third placed banks is not much. Yes
Bank has a less Facebook score when compared to other
banks so that is one area the bank could concentrate on.
• Standard Chartered and Citibank India don’t have
Twitter handles specifically for India. Their scores are
determined only by their Facebook activities. This is the
reason for their low score compared to other banks.
• Axis Bank fared the best on Facebook. They have the
highest Facebook score of 88, but they did not do
exceptionally well on Twitter.
• Yes Bank has engaged 11.81% of its fans. Considering
their 629K fan base, it is not easy to maintain this figure. It
faces a tough competition from Standard Chartered which
has a fan engagement of 11.20%.
• Yes Bank has achieved the highest score on Twitter in
the last month. This could be because of their involvement
in the ongoing IPL which is getting them visibility on the
platform.

3. Rank Company name
SSI SCORE
(April’14)
1 ICICI 79
2 Yes Bank 78
3 Axis Bank 73
4 HDFC 62
5 IDBI 47
6 Kotak Mahindra 40
7 SBI 31
8 CitiBank India 29
9 Standard Chartered India 27
MOST SOCIAL BANKS (INDIA)
SSI refers to Simplify360 Social Index

4. PARAMETER WISE BREAKUP OF SCORES
Final index is a function of Buzz score, Facebook score and Twitter score
BANK BUZZ SCORE FACEBOOK SCORE TWITTER SCORE OVERALL SCORE
ICICI 75 83 70 79
Yes Bank 83 70 88 78
Axis Bank 67 88 48 73
HDFC 58 63 62 62
IDBI 50 47 43 47
Kotak Mahindra 42 25 70 40
SBI 33 27 37 31
CitiBank India 17 47 0 29
Standard Chartered India 25 45 0 27

5. YES BANK HAS THE HIGHEST SHARE OF VOICE
19%
21%
16%
14%
12%
10%
8%
ICICI Yes Bank Axis Bank
HDFC IDBI Kotak Mahindra
SBI Standard Chartered India Citibank India
Share of mentions of brands on social media (Owned + earned media), April 2014
In terms of social media mentions, Top 3 firms cover 56% of the buzz

6. ICICI AND AXIS BANK WERE THE LEADERS ON FACEBOOK,
YES BANK HAS ENGAGED MAXIMUM FANS
Performance of Indian banks on Facebook, April 2014
Bank Industry, India, Source: Simplify360
Size of the bubble
represents the percentage
of engaged fans to the
total fans on the page
LEADERS
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 3,000,000
PEOPLETALKINGABOUT
NO. OF FANS

7. ICICI BANK HAS THE HIGHEST SHARE OF FANS ON FACEBOOK
29%
23%
22%
8%
6%
6%
3% 2% 1%
ICICI
Axis Bank
HDFC
IDBI
Yes Bank
Citibank India
Standard Chartered India
Kotak Mahindra
SBI
Share of fans on Facebook, April 2014

8. Size of the bubble
represents the number
of tweets sent from the
official twitter handle
YES BANK IS THE UNDISPUTED LEADER ON TWITTER
LEADERS
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000
Mentions
Followers

9. Performance of Indian Banks in Social Media
21.38
5.30
37.83
12.60
Axis Bank HDFC Bank ICICI Bank Kotak Bank
00
DAYS
21
HOURS
22
MINS
43
SECS
00
DAYS
05
HOURS
17
MINS
44
SECS
01
DAYS
13
HOURS
49
MINS
49
SECS
00
DAYS
12
HOURS
36
MINS
09
SECS
HDFC Bank performs the best with 5.30 hours or in other words 5 Hours 17 Minutes, time taken to respond
to their customers. On the other hand, ICICI Bank is the worst performer with more than 1 day, that is 1
day, 13 hours and 49 minutes, to respond.
Response time of banks on Twitter
Figures displayed here are in fraction of hours,
For the analysis, the customer care responses in April were analyzed.
Time taken by Indian private banks to respond
to customer complaints and queries

10. Methodology
Simplify360’s proprietary listening tool is used for collecting the data and counting the
number of mentions for each company.
The parameters considered for Twitter and Facebook were also gathered through
Simplify360. For brands having multiple Twitter profiles their main official account is
taken into consideration. For estimating the response time, customer care handles are
taken into account. In case there is no dedicated customer care handle, the official
handle is considered.
Total 9 banks were considered in the analysis.
Geography considered: India
Period of analysis: April 15 to May 15, 2014

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