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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...
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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...
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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...
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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...
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UK Banking Fraud Sentiment Index 2023
UK Banking Fraud Sentiment Index 2023
Across the industry there is continual investment to improve counter-fraud measures.
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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
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South African ISP Sentiment Index 2023
South African ISP Sentiment Index 2023
An overview of how South African consumers perceived ISPs on social media
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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
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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
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The 2023 Kenya Banking Sentiment Index
The 2023 Kenya Banking Sentiment Index
Kenya's retail banking sector has shown remarkable resilience and adaptability.
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The 2023 UK Fashion ESG Sentiment Index
The 2023 UK Fashion ESG Sentiment Index
ESG-driven consumer insights about the UK fashion market
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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
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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.
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MENA Streaming Services Report 2023
MENA Streaming Services Report 2023
The streaming services market is becoming increasingly competitive in the Middle East and North Africa (MENA)...
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UAE Banking Sentiment Index 2023
UAE Banking Sentiment Index 2023
Both operational and reputational Net Sentiment improved from last year’s study.
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UK Utilities Sentiment Index 2022
UK Utilities Sentiment Index 2022
A look at a perfect storm of high energy demands amidst unstable supply in the UK...
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UK Insurance Sentiment Index 2022
UK Insurance Sentiment Index 2022
PwC in colloboration with DataEQ analysed 335,190 tweets to find out who the UK's best insurer...
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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
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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
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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
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Ramadan sees social media service expectations surge
Ramadan sees social media service expectations surge
Brand posts helped shift the nature of consumer conversation
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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
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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
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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?
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Case Studies View all

How Telkom changed consumer perception on social media
How Telkom changed consumer perception on social media
Data-led insights drive Telkom’s improved brand reputation
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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
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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
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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
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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
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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
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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
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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
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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...
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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....
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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
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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
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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...
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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
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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
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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
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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...
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DataEQ launches AI insights co-pilot
DataEQ launches AI insights co-pilot
Introducing DataEQ’s Analyse AI Co-pilot, a ChatGPT-driven analytics assistant
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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...
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The cookie apocalypse is coming
The cookie apocalypse is coming
How to ensure your business survives in a world without third-party cookies
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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...
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3 things SA grocery shoppers care about in 2022
3 things SA grocery shoppers care about in 2022
Why retail is not all about cost savings
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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?
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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
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Why AI needs a human touch
Why AI needs a human touch
The future of social sentiment analytics
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Social customer service 101
Social customer service 101
How to get it right
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BrandsEye is now DataEQ
BrandsEye is now DataEQ
Find out why we changed
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Twitter goes to university
Twitter goes to university
How tertiary institutions leveraged social networking sites to support students
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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
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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.
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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
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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
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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.
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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...
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Black Friday social media buzz
Black Friday social media buzz
2020 saw a marked increase in social media interest around Black Friday
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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
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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
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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.
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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.
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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
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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
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Covid-19 will drive big changes in digital customer service
Covid-19 will drive big changes in digital customer service
Pandemic drives digital innovation
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Coronavirus and the customer service imperative
Coronavirus and the customer service imperative
A critical challenge in a global pandemic
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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
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