1. Top Banks on Social
Media (India)
April, 2014

2. HIGHLIGHTS:
• ICICI bank performs the best on social media
followed by Yes Bank. At third place is Axis Bank but
the margin between second and third placed banks
is not much. Yes Bank has a less Facebook score
when compared to other banks so that is one area
the bank could concentrate on.
• Standard Chartered and Citibank India don’t
have Twitter handles specifically for India. Their
scores are determined only by their Facebook
activities. This is the reason for their low score
compared to other banks.
• Axis Bank fared the best on Facebook. They have
the highest Facebook score of 88, but they did not
do exceptionally well on Twitter.
• Yes Bank has engaged 11.81% of its fans.
Considering their 629K fan base, it is not easy to
maintain this figure. It faces a tough competition
from Standard Chartered which has a fan
engagement of 11.20%.
• Yes Bank has achieved the highest score on
Twitter in the last month. This could be because of
their involvement in the ongoing IPL which is getting

3. Rank Company name
SSI SCORE
(April’14)
1 ICICI 79
2 Yes Bank 78
3 Axis Bank 73
4 HDFC 62
5 IDBI 47
6 Kotak Mahindra 40
7 SBI 31
8 CitiBank India 29
9 Standard Chartered India 27
MOST SOCIAL BANKS (INDIA)
SSI refers to Simplify360 Social

4. PARAMETER WISE BREAKUP OF SCORES
Final index is a function of Buzz score, Facebook score and Twitter score
BANK
BUZZ
SCORE
FACEBOOK
SCORE
TWITTER
SCORE
OVERALL
SCORE
ICICI 75 83 70 79
Yes Bank 83 70 88 78
Axis Bank 67 88 48 73
HDFC 58 63 62 62
IDBI 50 47 43 47
Kotak Mahindra 42 25 70 40
SBI 33 27 37 31
CitiBank India 17 47 0 29
Standard
Chartered India
25 45 0 27

5. YES BANK HAS THE HIGHEST SHARE OF VOICE
19%
21%
16%
14%
12%
10%
8%
ICICI Yes Bank
Axis Bank HDFC
IDBI Kotak Mahindra
SBI Standard Chartered India
Citibank India
Share of mentions of brands on social media (Owned + earned media),
April 2014
In terms of social media mentions, Top 3 firms cover 56% of the
buzz

6. ICICI AND AXIS BANK WERE THE LEADERS ON
FACEBOOK,
YES BANK HAS ENGAGED MAXIMUM FANSPerformance of Indian banks on Facebook, April 2014
Bank Industry, India, Source: Simplify360
Size of the bubble
represents the
percentage of
engaged fans to the
total fans on the page
LEADERS
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 3,000,000
PEOPLETALKINGABOUT
NO. OF FANS

7. ICICI BANK HAS THE HIGHEST SHARE OF
FANS ON FACEBOOK
29%
23%
22%
8%
6%
6%
3% 2% 1%
ICICI
Axis Bank
HDFC
IDBI
Yes Bank
Citibank India
Standard Chartered
India
Share of fans on Facebook, April 2014

8. Size of the bubble
represents the
number of tweets
sent from the official
twitter handle
YES BANK IS THE UNDISPUTED LEADER ON TWITTER
LEADERS
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000
Mentions
Followers

9. Performance of Indian Banks in Social Media
21.3
8
5.30
37.8
3
12.6
0
Axis BankHDFC BankICICI BankKotak Bank
00DAY
S
21HOU
RS
22
MINS
43SEC
S
00DAY
S
05HOU
RS
17
MINS
44SEC
S
01DAY
S
13HOU
RS
49
MINS
49SEC
S
00DAY
S
12HOU
RS
36
MINS
09SEC
S
HDFC Bank performs the best with 5.30 hours or in other words 5 Hours 17 Minutes, time taken
to respond to their customers. On the other hand, ICICI Bank is the worst performer with more
than 1 day, that is 1 day, 13 hours and 49 minutes, to respond.
Response time of banks on Twitter
Figures displayed here are in fraction of hours,
For the analysis, the customer care responses in April were
analyzed.
Time taken by Indian private banks to
respond to customer complaints and
queries

10. Methodology
Simplify360’s proprietary listening tool is used for collecting the data and
counting the number of mentions for each company.
The parameters considered for Twitter and Facebook were also gathered
through Simplify360. For brands having multiple Twitter profiles their main
official account is taken into consideration. For estimating the response time,
customer care handles are taken into account. In case there is no dedicated
customer care handle, the official handle is considered.
Total 9 banks were considered in the analysis.
Geography considered: India
Period of analysis: April 15 to May 15, 2014

11. Simplify360 – The Leader of Social Business
Intelligence
 Most admired brand for Social Media Research on Slideshare
 Top 10 Product Technology Company by TechSparks 2010
 Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8

12. Social
Business
Intelligence
www.simplify360.com
Simplify360 is the leading social business intelligence firm.
Offerings include:
•Social Marketing Suite for agencies
•Social Contact Centre for BPOs
•Social Command Centre for Enterprises
We enable businesses to perform Online Reputation Management, Customer
Service, Community Management, Social Media Research & Brand Auditing;
Online Sales Lead Generation, and Consumer Sentiment Analysis.

13. Leaders use Simplify
Clients
Partners
Worldwide
Brazil and LatAM Saudi Arabia
USA
Worldwide
Singapore & India

14. THANK YOU
CONNECT WITH US