Reports and Case Studies

Insights and solutions that drive ROI

Reports View all

SA Digital Sentiment Index 2024

SA Digital Sentiment Index 2024

Between 2019 and 2023, conversation on social media relating to digital offerings saw a 29% rise...

GCC Banking Sentiment Index 2024

GCC Banking Sentiment Index 2024

How six of the GCC region’s banking markets compare in the eyes of consumers on social...

Saudi Arabian Banking Sentiment Index 2023

Saudi Arabian Banking Sentiment Index 2023

Despite consumers having a negative overall experience with their banks, the industry saw a major improvement...

SA Banking Sentiment Index 2023

SA Banking Sentiment Index 2023

This year's South African Banking Sentiment Index reflects a remarkable narrative of growth and resilience for...

UK Banking Fraud Sentiment Index 2023

UK Banking Fraud Sentiment Index 2023

Across the industry there is continual investment to improve counter-fraud measures.

Irish Insurance Sentiment Index 2023

Irish Insurance Sentiment Index 2023

An in-depth view of consumer sentiment around the Irish Insurance industry on social media

South African ISP Sentiment Index 2023

South African ISP Sentiment Index 2023

An overview of how South African consumers perceived ISPs on social media

The South African Insurance Sentiment Index

The South African Insurance Sentiment Index

A look at the performance of South African insurance brands on social media

Navigating Consumer Duty with social media data

Navigating Consumer Duty with social media data

Using social media to improve how the FCA manages stringnent Consumer Duty regulations

The 2023 Kenya Banking Sentiment Index

The 2023 Kenya Banking Sentiment Index

Kenya's retail banking sector has shown remarkable resilience and adaptability.

The 2023 UK Fashion ESG Sentiment Index

The 2023 UK Fashion ESG Sentiment Index

ESG-driven consumer insights about the UK fashion market.

The 2023 South African Retail Sentiment Index

The 2023 South African Retail Sentiment Index

The latest trends and consumer insights about the South African retail market.

SA Telecoms Sentiment Index 2023

SA Telecoms Sentiment Index 2023

A look at the performance of South African telecoms brands on social media during 2022.

UK Insurance Index 2022

UK Insurance Index 2022

PwC in colloboration with DataEQ analysed 335,190 tweet to find out who the UK's best insurer...

Twitter cultural trends analysis in Saudi Arabia

Twitter cultural trends analysis in Saudi Arabia

DataEQ partnered with Twitter to uncover developing trends in the market

Clever campaigns not enough to mask SA insurers’ lengthy claims process

Clever campaigns not enough to mask SA insurers’ lengthy claims process

PwC in partnership with DataEQ anlayse the performance of SA's leading insurers

UAE banks record positive annual growth, score low on customer satisfaction

UAE banks record positive annual growth, score low on customer satisfaction

KPMG Banking Sentiment Index in partnership with DataEQ

Ramadan sees social media service expectations surge

Ramadan sees social media service expectations surge

Brand posts helped shift the nature of consumer conversation

South African Telecoms Sentiment Index - MTN comes out tops

South African Telecoms Sentiment Index - MTN comes out tops

Telecoms remains South Africa’s least liked industry

The FCA's new Consumer Duty and the importance of social media

The FCA's new Consumer Duty and the importance of social media

Unpacking the role of unstructured consumer feedback in next-gen supervisory data

South African banking customers embrace social media service in 2021

South African banking customers embrace social media service in 2021

Are banks managing to meet the fast-climbing demand?

KPMG DataEQ UAE Banking Social Media Sentiment Index

KPMG DataEQ UAE Banking Social Media Sentiment Index

Social media index highlights need for more digitalised customer service across UAE banking sector

South Africa Telecoms Index in partnership with Deloitte

South Africa Telecoms Index in partnership with Deloitte

Best and worst network providers - MTN first, rain last

Are SA telcos treating their customers fairly on social media

Are SA telcos treating their customers fairly on social media

Network providers fail to respond to 47.3% of customers in need of support

Case Studies View all

DataEQ supports Expo 2020 in uncovering visitor experience insights and trends

DataEQ supports Expo 2020 in uncovering visitor experience insights and trends

Social media data proves critical to tracking hybrid-model exhibition success

X leverages DataEQ’s Arabic Crowd to analyse Saudi cultural trends

X leverages DataEQ’s Arabic Crowd to analyse Saudi cultural trends

Crowdsourcing tech helps social networking leader cut through conversational noise

Virgin Active optimises social media customer service with DataEQ’s Engage solution

Virgin Active optimises social media customer service with DataEQ’s Engage solution

Leading international health club operator focuses on putting customer service first

DHL delivers social media service excellence with DataEQ’s Engage solution

DHL delivers social media service excellence with DataEQ’s Engage solution

Global leader in express logistics optimises social customer service strategy

African Bank adopts customer-centric approach on social media

African Bank adopts customer-centric approach on social media

Major retail bank enhances social service strategy with Engage platform

Absa transforms digital customer service and experience

Absa transforms digital customer service and experience

Leading African bank embraces digital change to drive performance with DataEQ

Santam transforms social customer service with DataEQ Engage

Santam transforms social customer service with DataEQ Engage

South Africa's largest short-term insurer optimises digital response strategy

The Shoprite Group place the customer first using social media data

The Shoprite Group place the customer first using social media data

DataEQ’s Analyse platform used by multiple business units to benchmark performance and identify pain points that...

Liberty makes better business decisions by listening to customers online

Liberty makes better business decisions by listening to customers online

DataEQ's reports and Analyse platform help Liberty place the customer at the heart of business decisions....

Net Sentiment a key metric in Capitec’s path to SA’s largest bank

Net Sentiment a key metric in Capitec’s path to SA’s largest bank

Customer sentiment used to develop responsive client-centric strategy across marketing, product and senior management

Abdul Latif Jameel Motors unlock customer-centricity

Abdul Latif Jameel Motors unlock customer-centricity

DataEQ has helped Abdul Latif Jameel Motors deliver leading customer experience

Data-led communication helps solve Cape Town’s water crisis

Data-led communication helps solve Cape Town’s water crisis

Facing the worst drought in more than 300 years, the City required an innovative strategy to...

Blog View all

FNB takes top spot, while banking industry reclaims position as SA’s most loved industry

FNB takes top spot, while banking industry reclaims position as SA’s most loved industry

The South African banking industry outperformed international counterparts

UK Fashion ESG Index - Is the fashion industry sustainable?

UK Fashion ESG Index - Is the fashion industry sustainable?

Sustainable business practices should always be in Fashion

ESG proves to be an uncomfortable fit for UK’s fashion industry

ESG proves to be an uncomfortable fit for UK’s fashion industry

Social media index exposes UK fashion brands' sustainability challenges

Netflix streaming provider of choice in the Middle East

Netflix streaming provider of choice in the Middle East

Social media research shows what matters most to consumers when choosing a streaming service in the...

DataEQ launches AI insights co-pilot

DataEQ launches AI insights co-pilot

Introducing DataEQ’s Analyse AI Co-pilot, a ChatGPT-driven analytics assistant

How social media can support firms’ Consumer Duty data strategies

How social media can support firms’ Consumer Duty data strategies

The Duty is intended to raise the bar of care that is expected throughout the customer...

The cookie apocalypse is coming

The cookie apocalypse is coming

How to ensure your business survives in a world without third-party cookies

Why great digital experience is key to customer satisfaction

Why great digital experience is key to customer satisfaction

With the exponential growth of digital channels, providing customers with a great digital experience has become...

The growing impact of Hellopeter on Net Sentiment

The growing impact of Hellopeter on Net Sentiment

A blessing or a curse for South African insurers?

Loans and affordability key for cash-strapped Kenyans

Loans and affordability key for cash-strapped Kenyans

Traditional banks see rising competition from micro-lenders and digital players

Social customer service 101

Social customer service 101

How to get it right

BrandsEye is now DataEQ

Find out why we changed

Twitter goes to university

Twitter goes to university

How tertiary institutions leveraged social networking sites to support students

Real-time benchmarking against the Sustainable Development Goals

Real-time benchmarking against the Sustainable Development Goals

The role of social media data in tracking SDG progress

Net Promotor Score vs. Net Sentiment, what is the true voice of the customer?

Net Promotor Score vs. Net Sentiment, what is the true voice of the customer?

The corporate quest for an authentic voice-of-customer metric.

Five steps to develop a failproof social customer care strategy

Five steps to develop a failproof social customer care strategy

How to optimise your customer service in 2022

New Conduct Standard forces banks to better manage social media complaints

New Conduct Standard forces banks to better manage social media complaints

SA's leadng banks urged to ensure regulatory compliance, or risk facing hefty fines

The value of prioritised workflow in the mess that is social customer service

The value of prioritised workflow in the mess that is social customer service

Why community management tools just don't cut it for social media customer care.

5 tips for optimising your social media customer service in 2021

5 tips for optimising your social media customer service in 2021

Covid-19 has radically accelerated the demand for digital customer service, forcing organisations to rethink how they...

Black Friday social media buzz

Black Friday social media buzz

2020 saw a marked increase in social media interest around Black Friday

Banks neglect making social media a priority at their peril

Banks neglect making social media a priority at their peril

Banks that comply with conduct regulations will unlock customer satisfaction

Serving customers on their social channel of choice

Serving customers on their social channel of choice

Engage is helping organisations resolve more customer service requests online

Using DataEQ to implement the FSCA Banking Conduct Standard and improve customer outcomes

Using DataEQ to implement the FSCA Banking Conduct Standard and improve customer outcomes

Prioritise and categorise your social media complaints.

4 lessons retailers can learn from social media feedback during Covid-19

4 lessons retailers can learn from social media feedback during Covid-19

The way consumers buy from and engage with grocery stores has changed.

Want to measure CX correctly? You'll need Net Sentiment

Want to measure CX correctly? You'll need Net Sentiment

You can no longer afford to rely solely on backwards-looking metrics

Wake-up call for business as consumer scrutiny grows during Covid-19 crisis

Wake-up call for business as consumer scrutiny grows during Covid-19 crisis

Eagle-eyed consumers are ready to call businesses out on decisions they feel are wrong

Covid-19 will drive big changes in digital customer service

Covid-19 will drive big changes in digital customer service

Pandemic drives digital innovation

Coronavirus and the customer service imperative

Coronavirus and the customer service imperative

A critical challenge in a global pandemic

Innovation shouldn’t forget about customer service

Innovation shouldn’t forget about customer service

Customer service is one area that customers around the world have been desperate for improvements

Manage risk, improve retention
and deliver a superior customer experience

We use cookies on this site to provide basic functions and to improve the experience over time by better understanding our users.
By using this site, you acknowledge that you have read and understand our cookie policy.