Research and Case Studies

Insights and solutions that drive ROI

Research View all

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?

Insurance most loved industry, according to South African Consumer Sentiment Index

Insurance most loved industry, according to South African Consumer Sentiment Index

But to what degree are insurers’ marketing and PR efforts skewing the picture?

South African Insurance Sentiment Index - COVID-19 and beyond

South African Insurance Sentiment Index - COVID-19 and beyond

Find out how local insurers fared in the eyes of their consumers

2021 KPMG BrandsEye UAE Banking Social Media Sentiment Index

2021 KPMG BrandsEye 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

South African Banking Sentiment Index 2020

South African Banking Sentiment Index 2020

African Bank ranks first and Discovery last in market conduct-focused report

Are South African banks treating their customers fairly on social media?

Are South African banks treating their customers fairly on social media?

In the last year banks failed to respond to 47.3% of customers in need of support...

What are the UK's most talked about TV shows in 2020 according to social media?

What are the UK's most talked about TV shows in 2020 according to social media?

BrandsEye analysed public opinion from over 2.2 million tweets

Assessing the impact of Covid-19 on South African banks

Assessing the impact of Covid-19 on South African banks

Pandemic relief progammes frustrate customers finds Banking Sentiment Index

Vaccine hesitancy a major concern in US & UK finds sentiment analysis of 243 000 tweets

Vaccine hesitancy a major concern in US & UK finds sentiment analysis of 243 000 tweets

Vaccine hesitancy tweets made up 28.2% of Covid-19 vaccine conversation on Twitter

UK Banking in Lockdown: Is the honeymoon over for challengers?

UK Banking in Lockdown: Is the honeymoon over for challengers?

Consumer sentiment towards digital-only banks falls almost three times

Saudi consumers react to VAT increase on social media

Saudi consumers react to VAT increase on social media

Research looks at impact of increases on public sentiment

African Cross-Industry Sentiment Index

African Cross-Industry Sentiment Index

Analysis of banks, insurers, and telcos in East, West, and Southern Africa

Covid-19 gives Saudi automotive brands opportunity for digital growth

Covid-19 gives Saudi automotive brands opportunity for digital growth

Improved digital service channels could be key during pandemic recovery

Insurers get CSI sentiment boost but face market conduct complaints

Insurers get CSI sentiment boost but face market conduct complaints

Analysis is of South African insurers during Covid-19 crisis

BrandsEye & Bonsella analyse grocery shopping during Covid-19

BrandsEye & Bonsella analyse grocery shopping during Covid-19

Consumers pay close attention to grocery retailers' Covid-19 health & safety measures

UK retail consumer CX analysis during lockdown

UK retail consumer CX analysis during lockdown

Consumers take to digital channels praise retailers’ relief efforts and protection of staff

The impact of COVID-19 on SA Grocery Retail

The impact of COVID-19 on SA Grocery Retail

Deloitte and BrandsEye analyse consumer insights before and during the lockdown

Case study View all

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

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

Leading international health club operator focuses on putting customer service first

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

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

Global leader in express logistics optimises social customer service strategy

Santam transforms social customer service with BrandsEye Engage

Santam transforms social customer service with BrandsEye Engage

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

Absa transforms digital customer service and experience

Absa transforms digital customer service and experience

Leading African bank embraces digital change to drive performance with BrandsEye

The Shoprite Group place the customer first using social media data

The Shoprite Group place the customer first using social media data

BrandsEye’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

BrandsEye'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

BrandsEye 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...

Thought leadership View all

Are banking apps letting you down?

Are banking apps letting you down?

Find out why customers aren’t getting the digital service they desire

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.

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.

BrandsEye Launches new Market Conduct solution

BrandsEye Launches new Market Conduct solution

CEO, Nic Ray, explains how financial institutions can now map social media complaints to TCF outcomes...

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 BrandsEye to implement the FSCA Banking Conduct Standard and improve customer outcomes

Using BrandsEye 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

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