Big Data : State of Smartphones brands in India

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Qurater Insights Big Data for customer acquisition and customer service Big Data for your smartphone business September 2014 report

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Digging deeper into how the volume of social chatter is related to buying intent, customer service issues and customer sentiment towards brands is the focus of this report. In summary few brands are well positioned, but the majority are not taking advantage of social media as a channel for customer acquisition and customer service opportunities.

Transcript of Big Data : State of Smartphones brands in India

  • 1. Qurater InsightsBig Data for customer acquisition and customer serviceBig Data for your smartphone businessSeptember 2014 report

2. 10.4MConversations & commentsDigging deeper into how this volume ofchatter is related to buying intent,customer service issues and customersentiment towards brands is the focus ofthis report.WepersonalizeBig Data In summary few brands are wellpositioned, but the majority are nottaking advantage of social media as achannel for customer acquisition andcustomer service opportunities. 3. Buying intent#1 Nokia#2 Samsung#3 XOLO#4 HTC#5 LG#6 Micromax#7 Apple#8 Sony#9 Gionee#10 Karbonn#11 Xiaomi#12 Lenovo#13 Motorola#14 Asus#15 SpiceBrand Sentiment#1 Micromax#2 XOLO#3 Spice#4 Gionee#5 Asus#6 Motorola#7 Xiaomi#8 Karbonn#9 Lenovo#10 Nokia#11 Samsung#12 LG#13 HTC#14 Sony#15 AppleStrong WorstWeakBestBuying Intent &Sentiment - Rankings 4. 250000200000150000100000500000Average of 95KSales Leads Per Day17131925313743495561677379859197103109115Sentiment rankingMicromax positive negativeXOLOspicegioneeAsusMotorolaxiaomiKarbonnlenovonokiasamsungStrong buying intent#1 nokia#2 samsung#3 XOLO0 500000 1000000 1500000 2000000nokiasamsungxolohtclgMicromaxapplesonygioneeKarbonnxiaomilenovoMotorolaAsusspiceSales Leads Brands ranked by customerpurchase intent0% 20% 40% 60% 80% 100%lghtcsonyappleVolume of conversationsrelated to customersintent to buyWorst Sentiment#1 micromax#2 XOLO#3 spiceDaily Volume (last 3 months)Best Sentiment#1 apple#2 sony#3 htcWeak buying intent#1 spice#2 asus#3 motorolaTotal Volume (last 3 months) 5. Sentiment Analysis0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%MicromaxXOLOspicegioneeAsusMotorolaxiaomiKarbonnlenovonokiasamsunglghtcsonyapplepositivenegative95%85%91% 6. Customer Service Issues Brand RankingsBy Brand#1 Nokia#2 Samsung#3 XOLO#4 HTC#5 LG#6 Micromax#7 Apple#8 Sony#9 Gionee#10 Karbonn#11 Xiaomi#12 Lenovo#13 Motorola#14 Asus#15 SpiceBy Model#1 Galaxy s4#2 Galaxy s5#3 Gionee G2#4 XOLO play#5 Galaxy grand#6 iPhone 5s#7 Gionee M2#8 Gionee M7#9 Galaxy note#10 Mi3#11 Karbonn X2#12 Desire 816#13 Lumia 520#14 Lumia 930#15 Moto GHighVolumeLowVolumeHighVolumeLowVolume 7. Customer Service by BrandMost Issues#1 nokia#2 samsung#3 XOLOGalaxy s4Galaxy s5Gionee G2XOLO PlayGalaxy grandIphone 5sGionee M2Gionee M7Galaxy note 3Mi3Desire 816Karbonn X2Iphone 5cMoto gLumia 520Lumia 9300 50000 100000 150000 200000nokiasamsungxolohtclgMicromaxapplesonygioneeKarbonnxiaomilenovoMotorolaAsusspice180001600014000120001000080006000400020000Average of 6800Customer Issues Per DayVolume of conversationsrelated to customerservice issuesDaily Volume (last 3 months)17131925313743495561677379859197103109Least Issues#1 Spice#2 Asus#3 Motorola0 500 1000 1500 2000 2500 3000Moto xBy ModelTotal Volume (last 3 months) Total Volume (last 3 months) 8. We personalize Big DataOur mission is to dig deeper into the social noise and providecapabilities for Sales Leads, Customer Service & BIUse CasesSales LeadsCustomer ServiceBusiness Intelligence