Report: What do Singapore's customers want from banks?

In our follow up to Singapore's Top 3 B2C Banks on Social, we take a look at which products and services Singaporeans talk about the most on social media.

What customers say: the top 3 products on social media

Based on public mentions monitored via our social media monitoring tool, Digimind Social, from 13 October to 13 December 2016, the 3 most talked about products are: Cards (45%), Accounts (32%), and Internet Banking (11%).

Cards

Thanks to the Coldplay concert pre-sale, which was exclusive to Citibank and MayBank card holders mentioned related to cards peaked around 15 - 17 November 2016, when the pre-sale was held. Mentions focused fans wanting to get their hands on the coveted tickets, or tweeting in the hopes of being able to use their friend's card to purchase the tickets.

Accounts & Internet Banking

Mentions related to accounts and Internet banking focused mostly on peer to peer transactions. Social media users listed personal bank account numbers and preferred modes of transaction for potential customers on various forums.

What Google says: what are customers searching about your brand?

Google search behaviour can reveal a wealth of information about what your customers are searching about your brand, what services they may be looking for, and whether they are still interested in any promotions or incidents that may have taken place.

This is especially important for B2C banks, as brands need to be able to formulate content and engage accordingly on social media, depending on what customers are most concerned with.

Using our propriety Top Reputation module, the top keywords associated with the banks studied are:

• Swift code
• Contact
• Branch
• Loans
• Login
• Exchange rate
• Career

See how Singapore's leading B2C banks tweeted and posted their way to the top in our new social report!