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The first annual US Banking Social Media Report from DigitalMR and Cicero to show that American Express has the biggest Twitter presence

Excerpts from the soon to be released annual US social media monitoring banking report by DigitalMR and Cicero, reveal that American Express is the subject of more Tweets than any other US banking and related financial services brand, accounting for 23% of over 2 million Tweets monitored in the banking sector.

Social Media Report
DigitalMR and Cicero analysed over two million online customer comments regarding the main US banks and associated financial services companies from April 2011 to March 2012. The new report (powered by SocialNuggets) analyses customer comments posted via a range of relevant finance related websites and open access social media platforms, including Twitter. It measures not only the number of comments posted by consumers on the internet, but also sentiment – whether these posts are positive or negative. 

The full report will cover:

  • Customer insights that can help banks shape their marketing and PR strategies
  • Share of voice for top 20 banks
  • Net Sentiment Score (NSS) for top 20 banks
  • Top 10 Topics by number of mentions
  • Individual focus on each of the top 20 banks
  • NSS by Topic
  • Top social media sources by number of mentions
  • Breakdown of customer sentiment on Twitter
  • Recommendations on strategy for the use of Social Media Research

Please register here to receive advance free data from the forthcoming report.

DigitalMR Commercial Director, Tom Hogg, commented: “With Twitter becoming such a major communications channel for customers, banks really need to monitor and respond to what is being said about them, to drive the Twitter agenda for their brand”.

Report Highlights

The Top 3 most Tweeted Banks

  1. American Express 23.3%
  2. Bank of America 19.5%
  3. Citibank 18.5%

The report will measure, not only the number of Tweets posted by consumers, but also sentiment. Of the total Tweets analysed, a quarter were positive, 16.5% negative, 4.3% mixed, while over half (54.4%) were neutral in tone.

Results are based on comments posted by consumers on the major US banks and financial services providers including: CitiBank, Bank of America, Wells Fargo, US Bank, American Express, HSBC, Capital One, Barclays, JP Morgan Chase Manhattan, Morgan Stanley, TD Bank, PNC Bank, Regions Bank, Discover Bank, Suntrust Bank, Bank One, Orchard Bank, Countrywide Bank, Key Bank USA and Sovereign Bank.

tel: +44 (0) 7580 581 109

About DigitalMR
DigitalMR understands what people think and feel when they share views online. It is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially active web-listening, and online communities to enhance its business consulting approach.

The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London UK, Nicosia Cyprus, Warsaw Poland and Columbus Ohio, in the US.

About Cicero (
Cicero is an international consultancy specialising in corporate communications, digital strategy, government affairs and research services for policy, business and consumer audiences. Our sector focus on financial and professional services provides clients with detailed insights into the issues which shape their marketplace with award-winning outputs aimed at a wide-range of targets including the media, public policymakers and regulators.

About SocialNuggets
SocialNuggets technology delivers real-time market intelligence for fast moving industries by analyzing data from various social media sources with a mission to liberate social media data and sentiment analysis for use in real-time research of brands, products and features. SocialNuggets delivers ready to use market intelligence for various industry verticals including consumer electronics and banking. SocialNuggets data is delivered in bite size, ready-to-consume, infographics and is also available in the form of a full access to our data warehouse for analysis and integration with customers’ data. SocialNuggets, a Serendio company, was founded in 2011 with headquarters in Santa Clara, CA. For more information, please visit



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