Globe Telecom

https://www.facebook.com/globeph/
Social Listening Report
For the Period: Oct. 11 – 13, 2017
Objective
Determine:
The most talked about Social Media conversations
What Customers are saying about my Brand, Product or Service
If recent posts positively influenced Social Media conversations
Contents

 Posts for the Period

 What topics are most talked about?
 What are they saying about my brand, product or service?
 How did recent posts influence Social Media conversations?
Posts for the Period
Video Post: Kaila Estrada’s Art Expedition
Posted Oct. 11, 8 AM
#ThePLAN
#Scenezoned!
#GlobeGalaxyS8 http://glbe.co/GlobeGalaxyS8

As of Oct. 13, 9 AM
Views: 258 K
Likes: 4,1K
Shares: 864
Comments: 195
Which Topics are most talked about?
What is the dominant topic? What is the overall sentiment?

Topic 1: Kaila Estrada’s expedition Positive Sentiments (29%) dominated

to Cebu – with related discussion Negative Sentiments (15%). Negative
Topic 4: Desire to go to/ Missing Cebu sentiments are typically Customer
(16%) & Topic 5: Other Cebu complaints or Cebu-related nostalgia.
Attractions (13%) More than half of comments were
inquiry-related – Neutral (56%)

Topic No. Subject % of Comments Remarks

Kaila Estrada’s expedition to
1 36% 45.9% 40.5% 13.5% New conversation generated from post within the period
Cebu

2 Netflix & Plan inquiries 18% 40.5% 35.1% 24.3% Persisting conversation from previous period

3 Data load inquiries 17% 22.2% 44.4% 33.3% Persisting conversation from previous period

4 Desire to go to/ Missing Cebu 16% 28.6% 53.6% 17.9% New conversation strongly overlapping with Topic 1

5 Other Cebu Attractions 13% 33.3% 63.6% 3.0% New conversation offshoot of Topic 1
What are they saying about my brand, product or service?
Topic No. 1 2
Key Words
Subject Kaila Estrada’s expedition to Cebu
% of
36%
Comments
Salient Terms cebu, theplan, scenezoned, kaila,
strong mentions of campaign
hashtags, celebrity endorser and
setting
The Kaila Estrada Video Post
generated the dominant
conversation for the period.
Kristine Pitogo. Wow featuring my
HOMETOWN! I'm so proud.... LOVE IT
Remarks
#THEPLAN
Reed Garcia Lastimosa. As a cebuano,
I appreciate how she highlighted the
connection between the artists and
nature…
Melvie B. Urbanozo. We did, just a
week ago! I like watching #scenezoned ,
very inspiring and gives us clue for our
next destination.
Netflix & Plan inquiries
18%
kindly, check, send, message, link,
plan, netflix
perennial customer inquiries,
request for assistance and
feedback re: Netflix and plans
Netflix ads/campaigns continue
to generate interest.
Doron Llyod. How to apply for your
netflix plan without an existing
broadband plan?
Pettygirl Dacula Abayan. Hello po
panu po magplan s globe ..
Alex Kate Inagan Jurilla. Pag nag
aaply po ba ako ng plan 599 po? 1
day po ba mkuha na po agad?...
Negative experiences shared by
some Customers.
John Moral. Still waiting, refreshing
my Netflix app from time to time.
3 4
Data load inquiries
17%
load, data, gosurf, promo, free,
unlimited
perennial customer inquiries,
request for assistance and
feedback re: data, load, gosurf
Customers continue to use FB
for data inquiries and feedback.
Rrazel Bernardo. hi po globe paano po
mag magdadag ng mb sa
gosurfcombo90
Negative sentiments shared by
Customers.
Ken Renegado. How do I turn off the
volume-based charging? It consumes
my regular load whenever I'm opening
my cellular data.
Allen Shen. Gs50 ko ubos kaagad
kanina lang niregister. Nag mobile
legends lang ako at fb ubos agad?
Desire to go to/ Missing Cebu
16%
cebu, love, proud, miss, theplan
overlapping discussion generated by
Topic 1 on people who love, miss, or
are proud of Cebu
The Kaila Estrada Video Post
engaged Customers to talk about
their desire to go to Cebu
Jenny Cortez. Tara na...
Matti Aquino. Tara umuwi ka na
muna
Helen Moises. Kim Lo at Karene
Cloma tara sa cebu nyahahahaha
Champ Abellanosa Deada. Im going
home to the place where I belong…
5
Other Cebu Attractions
13%
kawasan falls, bago, galling, ganda
Topic 1 offshoot conversation
related to other Cebu attractions
The Kaila Estrada Video Post
even engaged Customers on a
more detailed conversation on
Cebu attractions
Pips Balbona. Fantastic view
Kawasan Canyoneering
Ria Baltazar. mk yung pinuntahan
ntin na kawasan falls.
Lorie Beth. Lorie Gotardo kinanglan
jud ta madayon sa osmeña peak ug
kawasan falls
How did recent posts influence Social Media conversations?

Baseline
Sentiment

Oct. 10 Oct. 11 Oct. 12 Oct. 13

Positive 4 Peak: 64 45 23
From Oct. 11 to 12, the Kaila Estrada
Video Post generated discussions Neutral 13 Peak: 144 86 30
around 3 new topics that accounted for Negative 12 26 Peak: 27 15
65% of comments.
Total 29 Peak: 234 158 68
The peak number of comments on Oct.
11 (234) was 8x the Oct. 10 baseline Positive sentiments dominated negative sentiments.
(29). • Positive Comments (Oct. 11): 64 or 27.4% of Total For-the-Day (vs Oct. Baseline: 4 or 13.8% of Total FTD)
• Negative Comments (Oct. 11): 26 or 11.1% of Total For-the-Day (vs Oct. Baseline: 12 or 41.4% of Total FTD)