Purpose of this Report 1. What customers are talking about Videocon brand on social media? 2. Are customers satisfied with the brand? 3. Which segment of Videocon is more prominent on social media? 4. What are key drivers of Customer Dissatisfaction about Videocon products? 5. How is the social media presence of Videocon brand compared to its competitors? 6. How competitors are engaging with their customers on social media?

1. Research Report
CUSTOMER
SATISFACTION
ANALYSIS REPORT OF
VIDEOCON

2. PURPOSE OF THE REPORT
What customers are talking about
Videocon brand on social media?
What are key drivers of Customer
Dissatisfaction about Videocon
products?
Are customers satisfied with the
brand?
Which segment of Videocon is more
prominent on social media?
How is the social media presence of
Videocon brand compared to its
competitors?
How competitors are engaging with
their customers on social media?

3. APPROACH: SIMPLIFY360 PROVIDES
Various Dimensions of Analysis
BRAND ANALYSIS
Videocon
Videocon Vs Competitors
(Metrics Comparison)
Association
Cloud
Share of Voice
Trend
Analysis
CHANNEL
ANALYTICS
Sentiment
Analysis
Sentiment
Analysis

4. Association Cloud : Conversation In Social Media Space & Classified
(Customer Satisfaction)
Dish
washer
Association Cloud
Trend Analysis
Sentiment Analysis
Granular Analysis
• The raw conversations from social media are analyzed and segmented for providing better insights

5. MOST OF THE CONVERSATIONS ON Videocon WERE
AROUND CUSTOMER SERVICES ISSUES
Conversations peaked due to increased number
of complaints on Videocon Washing Machine
7
6
5
4
3
2
1
0
17-Oct
Association Cloud
Trend Analysis
Sentiment Analysis
Granular Analysis
18-Oct
19-Oct
20-Oct
21-Oct
22-Oct
23-Oct
24-Oct
25-Oct
26-Oct
27-Oct
28-Oct
29-Oct
30-Oct
Most of the conversations on Videocon were around customer service
issues, functionality, price and sharing of customers experience with the similar products. In
general, people were using social media platforms for resolving their queries/complaints and
to recommend/detract others purchase decisions. Dis-satisfied customer can be disastrous for
a brand, since he/she detracts others not to purchase any product of that particular brand
and the other being he/she will avoid purchasing any further products of that brand

6. DTH is the most talked about
Consum
er
Electroni
cs &
Home
applianc
es, 16%
DTH, 41%
Mobile
Handsets
, 19%
Telecom,
34%
DTH
2078
Telecom
Mobile Handsets
Consumer Electronics &
Home appliances
1757
990
807

7. Videocon has 5 percent net sentiment score
signifying a higher extent of customer dis-satisfaction
COMPLAINTS CONSTITUTE A CONSIDERABLE PIE OF OVERALL
CONVERSATIONS
28.08%
Positive
48.88%
Negative
Neutral
Association Cloud
Trend Analysis
Sentiment Analysis
Granular Analysis
23.04%

8. DTH and consumer electronics receive the
most number of complaints
DTH
Telecom
Phone
Consumer Electronics
716
731
233
1095
194
Negative
429
507
250
283
352
Neutral
631
Positive
205

9. TV SEGMENT HAS HIGHER NUMBER OF NEGATIVE COMPLAINTS
in consumer electronics
CUSTOMER SERVICE ISSUES DOMINATED COMPARED TO THE OTHER TYPES OF ISSUES
SENTIMENT ANALYSIS
NEGATIVE SENTIMENT:
SEGMENT
TV
Washing Machine
79%
16%
Fridge
14%
5%
AC
5%
60%
NEGATIVE SENTIMENT: TYPE
26%
Customer…
Positive
Association Cloud
Trend Analysis
Sentiment Analysis
Negative
56%
Functionality
39%
Accessories
3%
Price
3%
Granular Analysis

10. Issues around Customer service and Functionality of Videocon products
were major cause of customer dis-satisfaction
NEGATIVE SENTIMENT:
SEGMENT
• 80% of conversations on Videocon
15
%
TV
Washing machine
16
%
Fridge
79
%
14
%
80
%
5%
AC
5%
Positive
Association Cloud
Trend Analysis
Sentiment Analysis
Granular Analysis
Negative
Neutral
Most of the conversations on Videocon were around
its TV segment followed by washing machine, Fridge
and AC segments.
Overall, Customer service issues, Functionality issues
led the overall negative sentiment of Videocon. Deals
and Technological aspects of the Videocon products
led its positive sentiment
accounted on TV. Among those
conversations, 79% were negative. The key
areas of customer dis-satisfaction are:
• Customer Service was the major area
which disappointed most of the customers
followed by delivery.
• Deals, Better Technology of Videocon
washing machines led its positive Sentiment.

11. Consumer Electronics
COMPETITOR ANALYSIS

12. Source: Simplify360
8%
24%
31%
37%
BUZZ SHARE OF
BRANDS
12

13. Appliances wise share of buzz
56%
TELEVISION
5% 5% 20% 13%
MOBILE
HANDSETS
REFRIGIRATORS
AC
WASHING
MACHINE
Source: Simplify360
13

14. Videocon
WHIRLPOOL
BLUESTAR
ANALYSIS ON SOCIAL MEDIA ENGAGEMENT

15. Videocon has PRESENCE IN MOST OF THE SOCIAL MEDIA
PLATFORMS, SOCIAL MEDIA ENGAGEMENT OF Videocon IS
above ITS COMPETITORS
SOCIAL MEDIA PRESENCE
Brand Name
FACEBOOK TWITTER GOOGLE+ LINKEDIN YOUTUBE
YES
YES
NO
NO
YES
VIDEOCON
IFB
YES
YES
NO
YES
YES
WHIRLPOOL
YES
YES
NO
YES
YES
BLUE STAR
YES
NO
NO
NO
YES
ANALYSIS ON SOCIAL MEDIA POPULARITY OF APPLIANCES BRANDS ON SOCIAL MEDIA PLATFORMS
BRAND
NAME
FACEBOOK TWITTER
GOOGLE+
PAGE FANS FOLLOWERS FOLLOWERS
VIDEOCON
3,24,110
499
N/A
IFB
244
106
N/A
WHIRLPOOL
950
120
N/A
BLUE STAR
29,406
N/A
N/A

16. Social media provides an immense
opportunity
Consumers asks for friends suggestion before making
purchases

17. THANK YOU
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