Credit Cards on Social Media

June 1st – Aug 31st 2016

Cross Channel Report

Jul 01, 2016 - Aug 31, 2016

Table of Contents

Performance Snapshot

Share of Voice Snapshot

Audience Size

Audience Growth

Engagement

Volume of Posts

Likes

Comments

Customer Service

Most Engaging Content

Brands Analyzed in this report include: Mastercard, Visa, Discover, American Express

Jul 01, 2016 - Aug 31, 2016

Jul 01, 2016 - Aug 31, 2016

Performance Snapshot

Network

Highest Audience

SizeMastercard American Express American Express American Express

Highest

GrowthMastercard Visa American Express Visa

Highest

EngagementVisa Visa Mastercard Mastercard

Jul 01, 2016 - Aug 31, 2016

Share Of Voice Snapshot

Network

Most Number of

PostsVisa American Express American Express Visa

Most Number of

LikesVisa Visa American Express Visa

Most Number of

CommentsVisa American Express American Express Visa

0.00M 2.00M 4.00M 6.00M 8.00M 10.00M 12.00M 14.00M 16.00M

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Audience Size

Jul 01, 2016 - Aug 31, 2016

Audience Growth

Jul 01, 2016 - Aug 31, 2016

-1.00% 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00% 7.00% 8.00%

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Engagement

Jul 01, 2016 - Aug 31, 2016

0 50 100 150 200 250 300 350 400

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Number Of Posts/Tweets

Jul 01, 2016 - Aug 31, 2016

0 50 100 150 200 250

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Total Likes

Jul 01, 2016 - Aug 31, 2016

0 10000 20000 30000 40000 50000 60000 70000

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Total Comments

Jul 01, 2016 - Aug 31, 2016

0 500 1000 1500 2000 2500

Mastercard

Visa

Discover

American Express

LinkedIn Instagram Twitter Facebook

Customer Service –Reply Time (in minutes)

Jul 01, 2016 - Aug 31, 2016

0 200 400 600 800 1000 1200 1400 1600

Mastercard

Visa

Discover

American Express

Twitter Facebook

Customer Service –Response Rate

Jul 01, 2016 - Aug 31, 2016

0% 10% 20% 30% 40% 50% 60% 70%

Mastercard

Visa

Discover

American Express

Twitter Facebook

Most Engaging Facebook PostsVisa

05-AUG-16, FRI 9:00AM

Watch the story of Yusra Mardini’s

unbreakable courage, which forever changed

the lives of 17 fellow ..

ENGMT. LIKES COMMENTS SHARES SENTIMENT

667 6,703 225 1,242 Positive

American Express

30-AUG-16, TUE 10:02AM

Venus’s physical conditioning is crucial to

her success on the court. Watch how she

prepares her foo ..

Visa

20-JUL-16, WED 10:56AM

Team Visa is represented by athletes from

around the world. We’re proud to celebrate

Olympians from ..

ENGMT

.

LIKES COMMENTS SHARES SENTIMENT

465 3,049 105 461 Uncategorized

ENGMT.LIKES COMMENTS SHARES SENTIMENT

328 4,930 129 175 Positive

Visa is proud to welcome Yusra Mardini and

all the Refugee Olympians to

#TeamVisa. #Rio2016

https:/..

05-Aug-16, Fri 11:33AM

ENGMT. FAV. REPLIES RETWEETS

998 3,822 52 1,230

Most Engaging Tweets

Watch @btheiseneaton & @AshtonJEaton

compete for first with Visa Checkout.

Click play! #TeamVisa #R..

Congratulations, English Gardner on your

first Olympic Gold Medal for 4x100!

#TeamVisa #Rio2016 htt..

05-Aug-16, Fri 12:20PM

ENGMT. FAV. REPLIES RETWEETS

965 2,098 30 665

19-Aug-16, Fri 10:37PM

ENGMT. FAV. REPLIES RETWEETS

888 1,370 4 444

Visa Visa Visa

July is #WildAboutWildlife month! Wild

African dogs are amazing, but did

you know they're endangere..

05-Jul-16, Tue 10:49AM

ENGMT. LIKES COMMENTS FILTER

885 7,947 31 No filter

Most Engaging Instagram Posts

Seeking new views this weekend.

#amexplatinum

01-Jul-16, Fri 05:08PM

ENGMT. LIKES COMMENTS FILTER

580 3,153 19 No filter

12-Aug-16, Fri 01:25PM

ENGMT. LIKES COMMENTS FILTER

335 1,460 24 No filter

American Express American Express American Express

Don't miss YouTube star @RomanAtwood

on #Tanked! He gets the tank of his

dreams on the season final..

Not one but THREE Visa-enabled payment

wearables will be accepted at the Rio

2016 Olympic Games: a ..

09-Jul-16, Sat 12:00AM

ENGMT. LIKES COMMENTS

423 1,048 40

Most Engaging LinkedIn Posts

To reflect a transformation of Mastercard

to a more digitally-driven company,

Mastercard introduced..

18-Aug-16, Thu 06:00PM

ENGMT. LIKES COMMENTS

366 250 4

14-Jul-16, Thu 06:00PM

ENGMT. LIKES COMMENTS

316 577 12

Visa Discover Mastercard

Discover Card Ranked Highest in Customer

Satisfaction for Third Straight Year by

J.D. Power - http:..

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Engagement is the measure of audience responses to a brand's content and activity on

a social network. To calculate the engagement score, we weigh audience interactions on

brand content such as Likes, Comments, Shares, based on their importance. We then

divide their weighted sum by our estimate of the number of brand fans who actively

receive and view such content.

Appendix – Unmetric’s Engagement Score

(Likes × 1 + Comments × 5 + Shares × 10) × 10000

(Community size) 0.8

Twitter: (Favorite x 1, Reply x 5, Retweet x 10)Instagram: (Likes x 1, Comments x 5)

Facebook: