Accurate opinion data through advanced sentiment analytics
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Banking Case Studies and Customer Success Stories with DataEQ
Capitec
- Banking
- Very Large
DataEQ provided Capitec with human-verified sentiment data from social media. Capitec used this data to track client feedback and improve... its client-centric strategy. Since 2016, Capitec grew from 7.3 million to over 23 million clients. Capitec is the only bank to maintain a positive Net Sentiment Score since 2015. The bank uses DataEQ data for marketing, product teams, and senior management decisions.
Discovery Bank used DataEQ’s monitoring tools to track and analyze customer feedback from social media. The bank faced challenges managing... feedback as a digital-only, branchless bank. By using real-time sentiment analysis, Discovery Bank identified pain points and improved customer service. Net Sentiment scores rose, with 67% for digital experience and 76% for customer loyalty. Transparent pricing and innovative rewards drove customer satisfaction and loyalty.
African Bank used DataEQ’s Engage platform to improve social media customer service. The bank achieved a response rate above 90%... on Facebook and Twitter. This is much higher than the industry average of 57.7%. The average wait for a first response dropped to 2 hours and 19 minutes. Agents can now prioritize urgent posts and reply faster. The platform supports African Bank’s digital-first strategy.
Absa used DataEQ to improve digital customer service on social media. The bank reduced average Twitter response time by 13.6... hours. Response rate to new customers rose by 17%. DataEQ helped Absa identify and address more customer cancellation risks. Absa’s Net Sentiment score improved by 7 points since 2017. Real-time insights from DataEQ enabled faster, targeted customer support.
Insurance Case Studies and Customer Success Stories with DataEQ
Miway
- Insurance
- Large
Johannesburg, South Africa
Miway used DataEQ to improve its claims process and customer service. The company tracked Net Sentiment and customer feedback in... real time. Miway used Analyse to find pain points and Engage to respond quickly to high-priority claims. In 2024, Miway's claims Net Sentiment improved from -1.6% to 6.8%. Customer service response time dropped from 4.6 to 2.9 hours. Miway now ranks among the top insurers for customer satisfaction in South Africa.
Liberty Holdings used DataEQ’s Net Sentiment metric to track customer feedback from social media. DataEQ provided monthly social insights reports... and real-time analytics. Liberty identified market trends and customer pain points. The company improved customer journey and marketing campaigns. Net Sentiment helped measure the impact of business decisions.
Santam used DataEQ Engage to improve social customer service. The platform helped agents respond faster to priority posts. After one... month, Santam cut response time by 5.5 hours. The rate of response to priority mentions rose by 21.9 points. Agents now focus on high-risk mentions and find more win-back opportunities. Santam serves customers better on social media.
Rain used DataEQ’s Analyse and Engage tools to improve customer sentiment. They launched new products and built their own customer... service platform. Every support team member used DataEQ tools to respond faster. By 2024, rain’s Net Sentiment score was 24 points higher than the telecom industry average. Staff compliments made up half of all operational praise, making rain the top network provider in South Africa.
DataEQ helped Telkom improve its brand reputation on social media. Telkom used DataEQ to monitor and analyze online customer sentiment.... The company set Net Sentiment targets and used real-time insights to guide business decisions. Over three years, Telkom's Net Sentiment rose by 38.2 percentage points. This shift helped Telkom outperform its targets and align with industry leaders.
DHL
- Transportation/Trucking/Railroad
- Very Large
Bonn, Germany
DHL used DataEQ’s Engage solution to improve social media customer service. The company faced a surge in online queries and... social conversations, especially during the COVID-19 pandemic. By implementing Engage, DHL reduced average weekly response times and increased response rates within four weeks. This was achieved even as social media conversations grew by over 45%. Engage helped DHL prioritize tickets and resolve customer queries faster.
Retail Case Studies and Customer Success Stories with DataEQ
Shoprite Group
- Retail
- Very Large
Cape Town, South Africa
Shoprite Group used DataEQ’s Analyse platform to track social media data. They identified customer pain points and benchmarked market performance.... DataEQ’s reports shaped strategy for marketing, operations, and customer experience teams. The data was key for launching a new rewards programme. Shoprite gained real-time consumer sentiment insights not possible with older metrics.
Virgin Active
- Health, Wellness And Fitness
- Large
London, UK
Virgin Active used DataEQ’s Engage platform to improve social media customer service. The company replaced its old community management approach... with a prioritised ticketing system. This led to a 25% increase in monthly response rate. Virgin Active also reduced average response time by almost 30 hours, even as priority ticket volume rose by 23.6%. Agents found the tool stable and easy to use, helping them respond faster to more customers online.
Events Services Case Studies and Customer Success Stories with DataEQ
Expo 2020 Dubai
- Events Services
- Large
Dubai, UAE
DataEQ helped Expo 2020 Dubai track visitor sentiment using social media analytics. They analyzed nearly four million mentions, including a... million about the opening and closing ceremonies. DataEQ provided real-time Net Sentiment metrics, showing a positive score of 16.8%. The analysis covered multiple languages and markets, helping Expo 2020 understand visitor feedback and improve ticketing and service. Insights from DataEQ guided event planning and engagement strategies.
Food & Beverages Case Studies and Customer Success Stories with DataEQ
Starbucks South Africa
- Food & Beverages
- Large
South Africa
DataEQ analyzed Starbucks South Africa's market entry before its April 2016 launch. The research focused on consumer perceptions of Starbucks,... a global coffee brand, entering a market where its beverage prices were higher than local standards. DataEQ gathered insights on what South Africans thought about the brand's arrival. The findings helped Starbucks understand local expectations and challenges.
City of Cape Town
- Government Administration
- Large
DataEQ partnered with the City of Cape Town to fight misinformation about water use. They used data-led communication to correct... false claims and shift public sentiment. The City reduced water consumption by over 50% in three years. Campaigns targeted myths about leaks, township usage, and tourism. DataEQ's analytics helped the City respond fast and manage the crisis.
Chain Reaction
- Marketing And Advertising
- Medium
Dubai, UAE
Chain Reaction, a digital marketing agency in MENA, used DataEQ to gain deeper insights into real consumer sentiment. The agency partnered... with DataEQ to deliver better data analytics for their Middle East clients. This helped Chain Reaction provide more impactful marketing solutions. The collaboration improved their ability to understand client needs and market trends.
Internet Case Studies and Customer Success Stories with DataEQ
X (formerly Twitter)
- Internet
- Very Large
San Francisco, USA
X (formerly Twitter) partnered with DataEQ to study Saudi Arabian cultural trends. They analyzed 82.2 million posts from August 2019... to August 2021 using Arabic keywords. DataEQ’s Arabic Crowd applied sentiment and classification tags for deeper insights. The research focused on themes like identity, tech, and wellbeing. X gained a better understanding of Saudi online conversations and cultural shifts.
Automotive Case Studies and Customer Success Stories with DataEQ
Abdul Latif Jameel Motors
- Automotive
- Large
DataEQ helped Abdul Latif Jameel Motors improve customer experience using human-verified social media sentiment analytics. The company used these insights... to shape marketing strategy and operations. Real-time feedback helped them find pain points in the customer journey. Benchmarking interventions against past performance supported business growth. The team at DataEQ provided ongoing support and valuable insights.
