Exclusively prepared for XXX
Objective & Assumptions The objective of this deck is
To present a snapshot of SGS’s capabilities in social media analytics by presenting a view of XXX’s presence in social media during the period of 12th June-1st July, 2012 (20 Days).
This deck helps us to understand the user sentiment about XXX perceptions as an organization and different aspects of product.
This deck is constructed around the feed of Social Media collected from various sources like XXX, Facebook, blogs, news, discussion forums, etc.
The feed from social media is taken through text analysis to categorize it into relevant category and finding out the user sentiments.
We collected a total of 3,253 useful comments for the above period
Sentiment Graph is shown using Sentiment Index (SI), SI= Sum of Sentiments/ Number of Comments Sum of Sentiments = Sum of Positive Sentiments + Sum of Negative Sentiments
For example if we have 100 comments, 30 Positive and 70 Negative, Sum of Sentiment would be -40, and SI = -40/100 = .4 or 40%
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Executive Summary
High negative sentiments (62%) were observed overall, sentiments on dates 28 th Jun to 1st July were even higher
Out of every 10 comments/mentions, 9 were on XXX products and 1 on XXX as an organization
The United states has the most number of comments at 32%, followed by United Kingdom at 29%. Both countries have Negative Sentiments from users.
Most of the comments in Product category are from XXX (~95%) while very less comments are from XXX (~5%), which shows the XXX popularity over XXX
Almost 90% data belongs to XXX and Blogs, XXX needs to strengthen its position on other social media forums such as Facebook.
Under XXX, Apps was the second most discussed topic (20.7% for High Reach, 17.8% for Low Reach) which mainly represents the negative sentiment (-23% for High Reach, -18% for Low Reach), after drill down XXX app was most discussed topic (48.72% for High Reach, 30.83% for Low Reach) again with high negative sentiment (-68% for High Reach, -53% for Low Reach).
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Most discussions center around Product perception, XXX & BXX. No significant service issues were observed. %Mentions
Discussions on: Most of the comments were related to XXX app and XXX not working
8% 6%
5%
7%
5%
Discussions on: Mainly discussion was around keypad and Apps
6%
5%
5% 4%
7% 6%
5%
5% 4%
4%
4%
5%
4%
3% 2%
Gender Distribution
52%
48%
Male
Female
Mentions are count of comments about XXX or XXX products on social media networks
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XXX needs to strengthen its presence on Facebook XXX
Blogs
Boards
Google Plus
Youtube
Yahoo
Others
XXX
70.85%
Blogs
18.69%
Boards
2.31%
Google Plus
1.91%
1.86%
Youtube
1.85%
Yahoo
1.35%
Others
1.18%
Distribution represents the breakdown of mentions of XXX & XXX products by site This provides insights into where most of the online conversations about XXX are happening © 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
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Low Influential users of Social Media commenting for XXX Influential Users Bracket – RIM Low influence Users
High Influence Users
%age of Mentions
69%
20%
XS
S
5%
4%
1%
1%
M
L
XL
XXL
Social Media users with high number of followers are influential individuals who can influence / motivate / educate more number of people in Social Media about our brand / services 11% of the total users who are commenting for XXX are in High Reach bracket (Having 500+ followers)
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 1 February 2013
6
Social Media: Sentiments Sentiment Break down 62%
17%
21%
Negative
Neutral
Positive
100% 80% 60% 40% 20%
64%
54%
59%
54%
55%
59%
62%
51%
55%
61%
56%
53%
63%
60%
64%
69%
83%
76%
82%
76%
0%
Negative
Neutral
Positive
Above graph shows the segregation of & number of mentions that had a positive, neutral or negative sentiment toward XXX and XXX products. – Sentiment analysis is best used for directional insights and should not be relied upon solely
Last 4 days have significantly higher negative sentiments, contributed by XXX BXX , XXX not working, battery, XXX app on XXX, and internet on XXX © 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
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Geographic Distribution of Sentiments
Top 5 Countries United States
32%
United Kingdom
29%
Canada
9%
Category
South Africa category
4%
Indonesia
3%
Bad Good Medium Š 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
Good Medium Bad No Data
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Products: Mentions % Mentions
Sentiments High Reach
Back
Low Reach
XXX - Level 1 Categories
96.33%
94.47%
Products
5.53%
3.67%
XXX
XXX
XXX is the majorly discussed product between Low Reach & High Reach users XXX mentions are more for High Reach users Graph shows % of mentions which equals to 100% for single brand
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
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Products: Sentiments Sentiments
% Mentions High Reach
XXX - Level 1 Categories
Back
Low Reach
100%
Products 0%
-7% -27%
-43%
-48%
-100%
XXX
XXX
Both the product is having negative sentiment whereas XXX is having more negative sentiment High Reach segment of users are more concerned about both the products as compared to Low Reach Graph shows % net sentiment calculated on +ve & -ve comments
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
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XXX: Mentions % Mentions
Sentiments High Reach
XXX - Level 1 Categories
Back
Low Reach
36.4% 36.9%
27.3% 27.9%
27.3%
Products XXX 13.5%
13.5%
9.1% 2.7%
Apps
Features
Perception
Performance
Design
4.5%
0.9% Price
Usage
Product perception, performance and apps contribute in majority (Approx. 80% of total mentions)
Graph shows % of mentions which equals to 100% for single brand
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
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11
XXX Apps: Mentions % Mentions
Sentiments High Reach
XXX- Level 1 Categories
Back
Low Reach
48.39%
Products XXX
33.33%
33.33%
33.33%
– Apps
25.81%
19.35%
6.45%
Developer
Other Apps
Pacemaker
Skype
Approximately 50% of Low Reach Customers demand for more development of applications
Graph shows % of mentions which equals to 100% for single brand
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 1 February 2013
12
XXX: Mentions % Mentions
Sentiments High Reach
Back
Low Reach
XXX - Level 1 Categories
49.0% 43.6%
Products XXX 20.7% 17.8% 13.8%13.6% 4.3%
1.6% 1.0% Accessories (3,29)
6.9%
Customer Service (1,19)
Design (8,202)
3.2%
0.5% 1.4%
0.5% 0.7% Apps (39,519)
11.7% 9.2%
Features (26,396)
Intention to Change (1,40)
Perception (82,1427)
Performance (22,269)
0.5%
Price (6,14)
Low Reach Customers & High Reach Customers mentions more about Brand Perception & Applications on XXX
Graph shows % of mentions which equals to 100% for single brand
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 1 February 2013
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XXX: Sentiments Sentiments
% Mentions High Reach
XXX - Level 1 Categories
Back
Low Reach
100%
Products
13%
XXX 0%
-14%
-18% -24% -23%
-35% -58%
-67%
-44% -52%
-53%
-71%
-100%
-92%
-95% Accessories
Apps
Customer Service
Design
Features
Intention to Change
Perception
Performance
Price
High Reach Customers are Concerned about Accessories with the XXX Low Reach Customers are Concerned with the Customer Service Graph shows % net sentiment calculated on +ve & -ve comments
© 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 1 February 2013
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Thank You
Š 2013 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 1 February 2013
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