Research and Case Studies

Insights and solutions that drive ROI

Research View all

Customer sentiment anlaysis of Saudi Banks during Ramadan

An analysis of Saudi’s leading banks based on customer sentiment

The impact of COVID-19 on SA Grocery Retail

Deloitte and BrandsEye analyse consumer insights before and during the lockdown

COVID-19 cross industry analysis

Companies face unprecedented demand for digital customer service as consumers turn to social media

UK Customer Service Index 2020

A significant portion of customer service requests are going unanswered by the UK’s leading brands.

SA Telco Sentiment Index 2019

Consumers threaten to quit networks as half of all complaints go unanswered and Vodacom bungle implementation of Icasa data regulations.

SA Banking Sentiment Index 2019

Under-pressure consumers fed up with their banks.

The UK Challenger Bank Sentiment Index 2019

What makes make a leading challenger bank, is the app the branch of future? We analysed 118 470 social media posts to find out.

UK Telecoms Sentiment Index 2019

Three lead the pack, Vodafone place last on customer experience. 12% of unhappy customers threaten to leave their providers

Case study View all

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 rapidly change water consumption.

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

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 require intervention.

News View all

Innovation shouldn’t forget about customer service

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

5 ways to deliver better social customer service in 2020

Around the world, businesses will need to think carefully about the new challenges and opportunities they face in 2020

Banks must improve social customer care or risk losing customers

South Africans are increasingly directing their complaints and service requests to the social handles of their banks

Consumer preferences are driving big changes in customer service

The rise of direct messaging spells the end of the community manager

Risk. Purchase. Cancel. Service.

New tags. Same accurate data. More value.

Vodafone faces greatest churn threat

12.2% of dissatisfied customers threatened to cancel with their telecoms provider, according to social media.

Manage risk, improve retention
and deliver a superior customer experience

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