Qurater InsightsBig Data for customer acquisition and customer service

Big Data for your smartphone businessSeptember 2014 report

We personalize Big Data 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.

10.4MConversations & comments

Digging deeper into how this volume of chatter is related to buying intent, customer service issues and customer sentiment towards brands is the focus of this report.

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 Spice

Brand 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 Apple

Weak

Strong Worst

Best

Buying Intent & Sentiment -

Rankings

1 8 15 22 29 36 43 50 57 64 71 78 85 92 99 1060

50000

100000

150000

200000

250000

Average of 95K Sales Leads Per Day

spice

Asus

Motorola

lenovo

xiaomi

Karbonn

gionee

sony

apple

Micromax

lg

htc

xolo

samsung

nokia

0 500000 1000000 1500000 2000000

Sales Leads – Brands ranked by customer

purchase intent

apple

sony

htc

lg

samsung

nokia

lenovo

Karbonn

xiaomi

Motorola

Asus

gionee

spice

XOLO

Micromax

0% 10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

positive negative

Sentiment ranking

Volume of conversations related to customers

intent to buy

Worst Sentiment#1 micromax

#2 XOLO#3 spice

Daily Volume (last 3 months)

Best Sentiment#1 apple #2 sony#3 htc

Weak buying intent#1 spice #2 asus

#3 motorola

Total Volume (last 3 months)

Strong buying intent#1 nokia

#2 samsung#3 XOLO

Sentiment Analysis

apple

sony

htc

lg

samsung

nokia

lenovo

Karbonn

xiaomi

Motorola

Asus

gionee

spice

XOLO

Micromax

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

positivenegative

95%

85%

91%

By 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 Spice

By 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 G

LowVolume

HighVolume

Customer Service Issues – Brand

Rankings

LowVolume

HighVolume

spice

Asus

Motorola

lenovo

xiaomi

Karbonn

gionee

sony

apple

Micromax

lg

htc

xolo

samsung

nokia

0

2000

0

4000

0

6000

0

8000

0

1000

00

1200

00

1400

00

1600

00

1800

00

Customer Service by Brand

1 8 15 22 29 36 43 50 57 64 71 78 85 92 99 1060

2000

4000

6000

8000

10000

12000

14000

16000

18000

Average of 6800 Cus-tomer Issues Per Day

Volume of conversations related to customer

service issues

Daily Volume (last 3 months)

Least Issues#1 Spice#2 Asus#3 Motorola

Most Issues#1 nokia#2 samsung#3 XOLO

Moto x

Lumia 930

Lumia 520

Moto g

Iphone 5c

Karbonn X2

Desire 816

Mi3

Galaxy note 3

Gionee M7

Gionee M2

Iphone 5s

Galaxy grand

XOLO Play

Gionee G2

Galaxy s5

Galaxy s4

0 500 1000 1500 2000 2500 3000

By Model

Total Volume (last 3 months) Total Volume (last 3 months)

We personalize Big DataOur mission is to dig deeper into the social noise and provide

capabilities for Sales Leads, Customer Service & BIUse Cases

Sales Leads

Customer Service

Business Intelligence