ING Direct has ranked top for positive
customer comments online among UK lenders, according to the Web
Listening Report from social media research specialists
DigitalMR.
At the opposite end of the scale, HSBC
accounted for 28% of negative customer comments.
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DigitalMR analysed thousands of customer
comments about high street banks for the month of November
2011.
Nearly two thirds (60%) of these customer
views were positive, compared with 40% negative. The banks that
received the highest share of online mentions were: HSBC (20%),
Lloyds TSB (17%), RBS (17%) and Halifax (11%).
There is a large difference in the
positive and negative mentions that some banks generate. RBS (21%),
Lloyds TSB (16%), HSBC (16%) and Halifax (13%) received the highest
share of positive posts.
However HSBC (28%) and Lloyds TSB (18%),
NatWest (14%) and RBS (12%) receive the highest shares of negative
comments.
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By GlobalDataBy calculating the difference in the
number of positive posts to negative ones ING Direct ranked top for
November with a net sentiment score of 64% followed by Clydesdale
Bank with 60%.
Across November only two of the banks
measured achieved a negative net sentiment score: NatWest with
minus 6% and HSBC (-8%).
DigitalMR MD Michalis Michael
said:
“It seems ING Direct is the bank to
benchmark for excellent customer service. “It has been consistently
rated highly by its customers right across 2011, so it’s no
surprise to see them outperforming the other main high street banks
for November.”
