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Retail Banking Campaigns in Context MRS Media Research Summit Andy Dexter & Heval Ceylan-Gilchrist MESH Experience www.meshexperience.com Real-time Experience Tracking (RET) – Retail Banking MONTHLY PRE DIARY POST 800+ pre stage survey respondents. 400+ experience diary participants per month. 2,000+ experiences monthly, ongoing. Pre survey to capture Diary to capture Post survey to capture Nationally representative relevant dimensions: e.g. behaviour, thoughts, relevant dimensions e.g. within England and Wales attitudes, brand health brand experiences in brand health and imagery amongst UK current account and imagery real-time to measure impact holders, aged 18+ ONLINE REAL-TIME ONLINE Covers all demographic segments – age, income, 5,400 PEOPLE socioeconomic group. 23,000 EXPERIENCES 2 Real-time Experience Tracking (RET) – Retail Banking Survey Real time (e.g.) Survey Touchpoint (e.g.) Brand (e.g.) A. TV A. Brand A B. Radio B. Brand B C. Press C. Brand C Diary D. Mailing D. Brand D E. Outdoor Participant adds F. Digital Positivity comments about • Brand metrics On a scale Persuasiveness each touchpoint • Brand metrics • Demographics of 1 to 5 On a scale of 1 to 5 plus emotional • Product holding (5 is very positive) (5 is much more likely) and rational • Purchasing How did the behaviour How much more likely descriptors of experience make are you to choose the each touchpoint you feel? brand next time? experience 3 Upcoming Retail Banking Landscape Report Analysis and insight into the rising trends: • Continued consumer cynicism and the pursuit of meaning and purpose for banking brands. • The revolution in retail and the potential new role for branches. • The digital transformation and the rise of banking apps. • The slow, but accelerating, intrusion of challenger brands The questions banks are asking, or need to ask: • How is my campaign performing in relation to competitors? • Can I make more impact with less cost? • Am I using the right channels? • How do I make the most of my owned assets for building excellent experiences? • What about sponsorship and partnership? • What should I do when negative news hits? • What is the real impact of digital and social? What do people really notice? Ongoing RET keeps a continuous finger on the pulse of real-time performance. 4 1 Brand Reach and Share of Experience The Retail Banking Experience Landscape: SOE and reach SOE strongly correlates with market share: owned, earned, and paid experiences all working together. Size and spend underpin this: but there are those who punch above their weight. • For example, engaged reach is a leading indicator of new customer acquisition. • Negative reach is important in presaging customer dissatisfaction and potential attrition. • The combination of these two metrics with incisive marketing thinking creates an indicator for future success. We’re going to look at some of these key metrics by brand, and over time 6 Share of market vs SOE Share of Experience vs market share (E&W) 20% Barclays 15% Lloyds Bank NatWest Santander Halifax 10% HSBC Nationwide MARKET MARKET SHARE 5% Co Op TSB RBS Yorkshire Bank First Direct BoS Post Office 0% 0% 5% 10% 15% SOE 7 Base RANKING: Being heard, relative to size: Share of market vs Engaged Reach Engaged Reach vs market share 20% Ratio 0% 50% 100% 150% 200% Barclays First Direct 15% Lloyds Bank TSB NatWest Halifax Co-op.Bank Santander 10% Nationwide HSBC Nationwide Halifax MARKET MARKET SHARE Lloyds Bank 5% TSB Barclays Co-operative First Direct Santander 0% HSBC 0% 5% 10% 15% 20% ENGAGED REACH NatWest 8 Base Positive (engaged) reach is a great indicator of what experiences are succeeding Nationwide has steadily grown Positive Brand Reach Over Time to punch above its weight for engaged reach through the 3 Monthly Rolled year. Implication – we would expect Halifax 15% to see continued growth in Nationwide customer Nationwide acquisition through 2018, building on its strong 10% positioning and an Barclays overindexed stream of positive experiences. First Direct 5% 0% 05/06/2017 10/07/2017 14/08/2017 18/09/2017 23/10/2017 27/11/2017 01/01/2018 05/02/2018 12/03/2018 9 Source. MultiBrand RET – Retail Banking, April 2017 - March 2018 RANKING: Direction of travel through the year - Momentum vs Engaged Momentum Reach Engaged Reach vs Momentum 10% 0% 2% 4% 6% 8% 10% TSB TSB Nationwide Nationwide Barclays Halifax 5% Barclays YEAR) Halifax NatWest First Direct First Direct NatWest Santander Santander Lloyds Bank MOMENTUM(DIRECTION OF ER DURING HSBC Lloyds Bank 0% 0% 5% 10% 15% 20% HSBC ENGAGED REACH 10 Base And we see indications of growth in Challenger Brand experiences through the year. Individually they are small; together they tell a story of future opportunity (or threat) Challenger Brands Reach Over Time Challenger Brands Share of Experience Over Time 7.0% 2.7% Reach SoE 6.5% +30% 2.5% Linear (SoE) +25% Linear (Reach) 6% 6.0% 2.3% 5.5% 2.1% 5.0% *Challenger brands: 1.9% Atom Bank, Monese, Monzo, 4.5% Tandem Bank, Virgin Money, 1.7% Fidor Bank, Metro Bank. 4.0% 1.5% 11 Source. MultiBrand RET – Retail Banking, Apr'17- Mar'18 * Small base Diary Q1: Which bank was it?; Diary Q4: Where did you see, hear or experience it? Diary Q3: How did it make you feel?; Diary Q112: How likely did it make you to choose that bank? TSB Apr'17- Apr'18 - Total Experiences 1,307, Total People 880 Summary • Key Metrics Experience Reach and Share of Experience capture the extent to which banks are engaging the marketplace across all touchpoints • These metrics reflect not just market share and spend, but the real extent to which people are picking up on presence, messaging, and the general ambient buzz of brands in the news, social, and so on. • Both positive and negative reach are equally important to measure and understand in managing your brand, and together with SOE and persuasiveness, show direction of travel of brands in context. • Going forward, keep a close eye on the Challengers… 12 2 Paid, Owned, and Earned media all have a role to play Paid, Owned, and Earned Touchpoints The ideal scenario for a brand is consistent positivity across all touchpoints – whether paid, owned, or owned – such that each experience reinforces the other. • In practice, there is significant variation across the category and by brand, either in terms of positivity or persuasion. • Our report isolates best practice in terms of touchpoint delivery. Let’s first look at the prevalence of experiences across the main touchpoints. 14 Touchpoint reach and SOE – market summary Touchpoint Reach TV 47% Touchpoint SoE Apr'17 - Mar'18 Online 33% Online Banking/App 31% TV, 27% Branch 25% Public place or ATM 13% event, 1% DM 13% Radio Online, 15% Newspaper 13% Social media, 3% OOH 12% WOM, 4% WOM 12% Social media 9% OOH, 4% Online Radio 8% Banking/App, 13% SMS, 1% Public place or event 4% Other, 1% SMS 3% ATM, 4% Branch, 10% Magazine 3% Magazine, 1% Call centre 3% Call centre, 1% DM, 5% Total Paid 47% Cinema 2% Newspaper, 7% Total Owned 40% Total Earned 13% Other 3% 15 Source. MultiBrand RET – Retail Banking, Apr'17 - Mar'18 Base: 5,399 People; 23,815 Experiences In the mainstream, TSB are best in class overall. Smaller players like M&S, Metro, BoS are also above average. Nationwide outstrip the pack. Overall Banking Brand Experience Map: Apr'17- Mar'18 TSB 50% Metro Bank BoS First Direct M&S Bank Virgin Money Post Office Halifax Nationwide Santander 40% Co-operative Bank Tesco Bank Sainsburys Bank Lloyds Bank Persuasiveness (T2B (T2B %) Persuasiveness Barclays NatWest Yorkshire Bank HSBC Bubble size = Reach 30% 45% 50% 55% 60% Positivity (T2B %) Benchmark: overall market average 16 Source. MultiBrand RET – Retail Banking, Apr'17- Mar'18 Base (Experiences/People): Barclays 3,543/2,101, Lloyds 3,223/1,933, Halifax 3,198/1,974, Nationwide 2,406/1,520, Santander 2,321/1,504, NatWest 2,122/1,327, HSBC 1,886/1,196, TSB 1,307/880, First Direct ,888/595, Co-Operative Bank 612/475, RBS 577/379, Post Office 510/422, Tesco Bank 478/378, M&S Bank 402/319, Sainsburys Bank 332/293, Yorkshire Bank 285/227, Virgin Money 249/213, Metro Bank 177/151, Bank of Scotland 145/113, Citi Bank 107/84, Atom Bank 99/84, Charter Savings Bank 58/47, Clydesdale 31/28, Total Experiences: 23,185, Total People: 5,399 How do banking touchpoints shape up for quality of experience? Overall Banking Touchpoint Experience Map: Apr'17- Mar'18 In common with many service industries, we find Cinema Owned touchpoints often 50% Magazine WOM Call centre perform better. Branch SMS Online TV People may moan about OOH 40% Online Banking/App call centres – but the Public place or event resolution of a problem in Radio a timely way elevates the Social media experience to the 30% DM personal. Persuasiveness (T2B %) (T2B Persuasiveness Newspaper ATM Of all the paid 20% touchpoints, TV remains 35% 45% 55% 65% the most engaging. Positivity (T2B %) Benchmark: overall market average 17 Source. MultiBrand RET – Retail Banking, April 2017 - March 2018 Diary Q1: Which bank was it?; Diary Q4: Where did you see, hear or experience it? Diary Q3: How did it make you feel?; Diary Q112: How likely did it make you to choose that bank? Base Size: 23,185 Experiences, 5,399 People; ATM 703/1016, Branch 1331/2221, Call centre 145/181, Cinema 82/93, DM 717/1023, Magazine 153/178, Newspaper 675/1465, Online 1763/3224, Online Banking/App 1668/3187, OOH 662/941, Public place/event 229/262, Radio 404/611, SMS 173/211, Social media 470/675, Sponsorship 82/97, TV 2553/6602, W OM 646/913 Owned experiences perform better than average Overall Banking Owned Touchpoint Experience Map: Apr'17- Mar'18 Owned experiences offer 50% potentially very cost effective Online Call centre SMS ways for brands to provide their Branch customers (and prospects) with great experiences.
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