{"id":50465,"date":"2013-12-04T16:10:35","date_gmt":"2013-12-04T15:10:35","guid":{"rendered":"https:\/\/www.vuelio.com\/uk\/?p=50465"},"modified":"2013-12-04T16:10:35","modified_gmt":"2013-12-04T16:10:35","slug":"pr-fail-rbs-and-natwest-targeted-on-social-media","status":"publish","type":"post","link":"https:\/\/www.vuelio.com\/uk\/blog\/pr-fail-rbs-and-natwest-targeted-on-social-media\/","title":{"rendered":"PR Fail: RBS and NatWest targeted on social media"},"content":{"rendered":"<p>Customers took to social media to condemn the Royal Bank of Scotland, which includes NatWest and the Ulster Bank, after <a href=\"http:\/\/www.telegraph.co.uk\/finance\/newsbysector\/banksandfinance\/10490169\/RBS-and-NatWest-in-Cyber-Monday-payment-cards-meltdown.html\" title=\"The Telegraph\" target=\"_blank\">payment systems went down<\/a> between 6:30pm and 9:30pm on \u2018Cyber Monday,\u2019 one of the busiest shopping days of the year. <\/p>\n<p>The IT glitch is <a href=\"http:\/\/news.sky.com\/story\/1176777\/rbs-and-natwest-glitch-problems-persist\" title=\"Sky News\" target=\"_blank\">reportedly<\/a> the third major failure in 18 months for the group, and the latest to threaten account closures from disgruntled customers who were unable to withdraw cash or make payments.<\/p>\n<p>While banks have issued apologies and extended operation hours to deal with customer grievances, the backlash on social media is irreversible.<\/p>\n<p>Using <a href=\"https:\/\/www.vuelio.com\/uk\/products-and-services\/social-media-monitoring\/\" title=\"Cision Social Media\" target=\"_blank\">Cision Social Media<\/a>, we found that over the past two days the number of mentions of RBS and NatWest on social networking platforms has spiked, undoubtedly for the wrong reasons.\u00a0<\/p>\n<p>The graph below demonstrates how the number of mentions of RBS on social media accelerated between 8pm and 10pm on Monday, peaking at 9pm with 3,500 posts.<br \/><a href=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/RBS-mentions.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/RBS-mentions.png\" alt=\"RBS mentions\" width=\"498\" height=\"214\" class=\"aligncenter size-full wp-image-50466\" \/><\/a><\/p>\n<p>The conversation cloud indicates the words most associated with RBS over the past two days:<\/p>\n<p>\u00a0<a href=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/RBS-conv-cloud.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/RBS-conv-cloud.png\" alt=\"RBS conv cloud\" width=\"398\" height=\"324\" class=\"aligncenter size-full wp-image-50467\" \/><\/a><\/p>\n<p>\u00a0<\/p>\n<p>Similarly, for NatWest the number of mentions on social media spiraled between 7pm to 9pm, and peaked at 8,000 posts at 8pm.<\/p>\n<p>\u00a0<a href=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/NatWest-mentions.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/NatWest-mentions.png\" alt=\"NatWest mentions\" width=\"498\" height=\"214\" class=\"aligncenter size-full wp-image-50468\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>\u00a0NatWest\u2019s conversation cloud in the past two days is a reflection of the complaints raised by customers.\u00a0<\/p>\n<p><a href=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/NatWest-conv-cloud.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.vuelio.com\/uk\/wp-content\/uploads\/2013\/12\/NatWest-conv-cloud.png\" alt=\"NatWest conv cloud\" width=\"398\" height=\"324\" class=\"aligncenter size-full wp-image-50469\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers took to social media to condemn the Royal Bank of Scotland, which includes NatWest and the Ulster Bank, after payment systems went down between 6:30pm and 9:30pm on \u2018Cyber Monday,\u2019 one of the busiest &#8230;<\/p>\n","protected":false},"author":322,"featured_media":50466,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[7272,3526,3572,3643,3680,3695,4949,5166,5741],"tags":[],"_links":{"self":[{"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/posts\/50465"}],"collection":[{"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/users\/322"}],"replies":[{"embeddable":true,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/comments?post=50465"}],"version-history":[{"count":0,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/posts\/50465\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/media?parent=50465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/categories?post=50465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.vuelio.com\/uk\/wp-json\/wp\/v2\/tags?post=50465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}