SAS, business analytics company and Deloitte, business advisory firm have released a social sentiment data of customers’ opinions of the banking industry.
With the use of SentsCheck, visual analytics tool, SAS and Deloitte assessed social media data to provide a perspective into the events and experiences that affect customer sentiment.
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Beginning in October 2012, SentsCheck has analysed more than 2m social news and media documents.
From this data nearly 250,000 expressions of three key areas: value, customer experience or trust, were identified.
The UK based data showed that, in the last quarter,
Negative sentiment outweigh positive in all three areas;
Trust scored 32/100 (0 indicating low, 100 indicating high);
Value also scored 32/100;
Customer experience scored 40/100.
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By GlobalDataBarrie Neill, retail banking consultant, SAS, said of the data: "The Libor and PPI scandals have eroded consumer trust to very low levels so banks need to work towards rebuilding this. It is essential banks begin understanding best practices for social media engagement or they risk adding to the online negative sentiment levied at them."
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