Real-World Case Studies and Customer Success Stories with DataEQ

Discovery Bank used DataEQ’s Analyse platform to monitor and improve customer feedback from social media. The bank faced challenges managing... feedback as a digital-only bank with rapid growth. With real-time monitoring and insights, Discovery Bank identified pain points and improved customer service. Net Sentiment scores rose, with 76% customer loyalty and 68% pricing sentiment. The bank became South Africa’s top bank for client experience for four years.
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African Bank used the Engage platform from DataEQ to improve customer service on social media. The bank wanted to respond... faster and better to customer posts on Facebook and Twitter. After using Engage, their response rate stayed above 90%. This is much higher than the industry average of 57.7%. The average wait for a first response dropped to just 2 hours and 19 minutes. The platform helped agents find and answer urgent posts quickly.
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Absa used DataEQ's CX and Social Customer Service solutions to improve digital customer service. The bank wanted to better serve... customers on social media and use feedback to improve operations. With DataEQ Engage, Absa cut average Twitter response time by 13.6 hours and increased response rate to new customers by 17%. The tool also surfaced 20% more cancel conversations, helping save more customers. Since 2017, Absa's Net Sentiment score improved by 7 percentage points.
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Liberty Holdings used DataEQ’s Net Sentiment metric to listen to customers online. They wanted to improve customer-centricity and get better... insights from social media feedback. DataEQ provided monthly social insights reports and the Analyse analytics platform. Liberty used these tools to track customer feedback, spot trends, and benchmark against competitors. This helped Liberty make better business decisions and improve customer experience.
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DataEQ Engage helped Santam improve social customer service. Santam needed a better way to manage customer requests on social media.... The Engage platform made it easy to find and respond to important posts. After one month, Santam cut response time to priority conversations by 5.5 hours. The rate of response to priority mentions went up by 21.9 points. Agents now focus on high-risk mentions and respond faster to customers.
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DataEQ helped rain, a South African telecoms provider, improve customer sentiment. Rain used DataEQ’s Analyse and Engage tools to act... on real-time feedback. They launched new products, built a customer service platform, and improved responsiveness. By 2024, rain’s Net Sentiment score was 24 points higher than the industry average. Online responsiveness reached 81%, up 34 points from 2020. Staff praise made up 50% of operational compliments.
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Telkom used DataEQ to improve its brand perception on social media. The company faced a brand perception crisis at the... start of 2020. Telkom monitored Net Sentiment and set sentiment targets to guide business decisions. By 2021, Telkom outperformed its targets and improved Net Sentiment by 38.2 percentage points in three years. DataEQ's insights helped Telkom reduce negative sentiment and align more closely with industry standards.
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DHL used DataEQ’s Engage solution to improve customer service on social media. The company faced a rise in online queries... and social conversations, especially after the COVID-19 pandemic. With Engage’s prioritised ticketing system, DHL reduced its average weekly response time and increased its response rate. This was achieved even as social media conversation volume grew by over 45% in four weeks. DHL’s agents could resolve queries faster and deliver better service to customers.
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Shoprite uses DataEQ’s Analyse platform to stay ahead in South Africa’s retail market. Since 2016, Shoprite has used social media... data and human-verified insights to benchmark performance and find customer pain points. DataEQ’s reports help shape strategy for marketing, operations, customer experience, and more. The data is key for innovation and launching new rewards programs. Shoprite values the up-to-date customer feedback from DataEQ over traditional satisfaction metrics.
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Virgin Active used DataEQ’s Engage platform to improve social customer service. The company wanted to respond faster to more customer... queries on social media. Engage helped Virgin Active increase their monthly response rate by 25%. Even when priority tickets rose by 23.6%, their response rate improved by 19.8 percentage points. Virgin Active also reduced average response time by almost 30 hours. The tool made social customer service easier for agents and improved customer support quality.
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DataEQ helped Expo 2020 Dubai track visitor sentiment using social media analytics. Expo 2020 used DataEQ to analyze four million... social media mentions in many languages. DataEQ provided real-time Net Sentiment metrics, showing a positive score of 16.8%. The solution mapped visitor journeys and segmented pavilion conversations. Expo 2020 gained insights to improve ticketing, service, and visitor experience.
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DataEQ helped X (formerly Twitter) understand Saudi cultural trends. X wanted to learn about key themes in Saudi online conversations.... DataEQ collected 82.2 million posts from August 2019 to August 2021. They used Arabic keywords and human analysis to find insights. X learned what topics matter most to Saudis and how X shapes culture.
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