Listening to and understanding the online chatter about Co-Operative Financial Services
The Client
Co-operative Financial Services is part of the UK’s largest consumer co-op and includes iconic brands like Co-operative Insurance, The Co-operative Bank, Smile and Britannia.
Co-operative Financial Services shows clear leadership in the marketplace with a strong ethical stance and increasingly committed environmental policies.
The Challenge
To help CFS understand what its customers, would-be customers and detractors are saying about it online and which of those conversations are worth paying attention to.
To do this we:
- Mapped the conversation about CFS online
- Identified the most influential sites and dominant conversation themes
- Presented the results with clear examples drawn from the conversation uncovered
The Results
We produced a detailed report which validated other research conducted on behalf of CFS, and which was used to help the organisation develop a social media strategy.
Our report included recommendations on how to make the insights uncovered actionable.
This project was delivered in May 2009 by Murray Cox
