Bank of America (BofA) is the most talked about lender among
customers in the US who discuss their banks online, according to
the Conversation Report: What Consumers Are Saying About
Banking.

The Conversation Report – which aims to enable banks to
better monitor and respond to what customers are saying online –
was published by US-based social media marketing agency Social
Media Explorer.

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The results of the Conversation
Report  report – that primarily evaluated
conversations around the top 25 US banks – reveal that 
BofA had the biggest chunk of online customer conversations, at
nearly 25%.

Most of the conversations about BofA involved
its $5 debit card fee, which was announced and then scrapped in
November 2011 due to widespread criticism. Customers who did speak
positively about BofA mentioned its customer service, Twitter
support, online banking and flexibility in debit card design, among
other services.

JPMorgan Chase and Wells Fargo made up for 17% and 10% of online
conversations, respectively.

Consumers who discuss their banks online in the US have mostly
positive things to say, despite widespread backlash against bank
fees and sustained economic uncertainty, according to results of
the The Conversation Report.

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The online conversation spaces include blogs, news sites
comments, forums, message boards, social networks and microblogging
sites.

The Conversation Report further
reveals that consumers are indulging in a mix of positive and
negative chatter about the 25 largest banks in the US, and adds
that “in general, customers are either fickle or inconsistent” and
bank marketers will “have to accept negative online reactions as a
cost of doing business”.

The data for the report was collected during
September and October 2011 – with indexed conversations dating back
to December of 2010 also included for trending and comparison.