When it comes to risk management, one of the major pillars to monitor and manage is reputational risk. Unlike credit or interest rate risk, reputational risk is hard to define and even harder to quantify. Given the number of discussions on various news platforms, social media channels, and forums, there are hundreds and usually thousands of discussions taking place without a bank’s knowledge.
Tag: Customer Sentiment
Last week we pulled everything that was said about banks on social media (Twitter, Facebook, and Instagram) and ran it through a text analytics engine to see what we could learn. This was over 1,000 posts, largely retail-focused, where we looked at word choice, subject, sentiment, style and tendencies. Our takeaway lessons are distilled below and some of the findings may help you be more proactive in heading off potential problems.