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Analysing Social Sentiment

For Retail Banks, understanding and acting on consumers’ sentiment is vital to restoring trust, delivering customer value and managing brand reputation.

Yet analysing online sentiment trends is inherently difficult. There are 340 million tweets on Twitter every day and numerous blogs, forums, comment boards and newsfeeds. Accurately identifying and interpreting the sentiment relevant to the banking industry, its businesses and brands amidst this ‘noise’ is a challenge that needs to be overcome; while one opinion may not make or break a reputation, with today’s socially connected consumer, one comment can start an escalating trend, resulting in disenfranchised customers, a dented brand, and potentially an impact on the bottom line.

To deliver insight into consumer sentiment, Deloitte Analytics and industry-leading business analytics software firm SAS, have collaborated to develop SentsCheck, an interactive report providing analysis of online sentiment about the retail banking industry.

  View the latest SentsCheck report



Further information

View the latest report View the latest report
Access the latest SentsCheck report for the Retail Banking industry.


Key contacts

Louise Brett Louise Brett
Partner - Head of FS Analytics
+44 207 303 7225
Richard Love Richard Love
Head of Customer FS Analytics
+44 207 007 4482


Margaret Doyle Margaret Doyle
Head of Financial Services Insight
Patrick Doyle Patrick Quigley
Analyst, Financial Services Insight

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