Research | BrandsEye

Research and Case Studies

The battle of SA's new entrant banks

African Bank, Discovery and TymeBank remain neck and neck as Bank Zero enters the race

The power of a good social media campaign

SA banks leverage social media competitions to boost customer sentiment scores

South African Banking Index - demand for social media customer service up 28% in 2021

Are banks managing to meet the fast-climbing demand?

SA Insurance Sentiment Index shows insurers may be missing as many as 40% of priority Tweets

Is this just a case of poor social customer service or does it pose a market conduct risk?

Which insurance products do consumers complain about most on social media?

And why was car insurance the most spoken about

South African insurance industry outperforms telecoms, banking, and retail in Net Sentiment

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

South Afican Insurance Sentiment Index - COVID-19 and beyond

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

KPMG partners with BrandsEye on UAE Banking Sentiment Index

Social media index reveals UAE banks fail to respond to over a third of priority social media conversations

Social media data unpacks key drivers of COVID-19 vaccine hesitancy

Reveals negative impact of J&J rollout suspension

Despite slashing data prices by 40% in 2020, Vodacom still seen as too expensive

Will the telco’s latest price reductions be enough to change SA consumers’ perceptions?

Impact of load shedding on telcos

Power outages frustrate customers, finds Telco Sentiment Index

SA network providers with the most cancellation threats on social media

BrandsEye identifies missed customer acquisition opportunities for local telcos

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 Telecoms Index - MTN comes top, rain finishes last

Best and worst SA network providers according to customers

What are the UK's most talked about TV shows in 2020?

BrandsEye analysed public opinion on social media from over 2.2 million tweets.

The South African banks with the most customers threatening to cancel on social media

BrandsEye identifies churn risks and acquisition opportunities in Banking Index

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

Banks fail to respond to 47.3% of customers in need of support

Assessing the impact of Covid-19 on South African banks

Pandemic relief progammes frustrate customers finds Banking Sentiment Index

South African Banking Sentiment Index 2020

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

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

Vaccine hesitancy conversation is three times more prevalent than advocacy conversation and generates greater traction on Twitter

Saudi consumers react to VAT increase on social media

Short-spike in complaints preceded by an appreciation for the magnitude of Covid’s economic impact

UK consumer sentiment towards digital-only banks falls almost three times the rate of high-street banks’ during lockdown

Digital-only banks’ customer sentiment decreased by 14 percentage points (pp) during lockdown, compared to 5pp for high-street banks

West African banks, telcos and insurers ranked by consumer sentiment

Findings are part of BrandsEye’s Cross-Industry Africa Sentiment Index

African Cross-Industry Sentiment Index

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

East African banks and telcos ranked by consumer sentiment

Findings are part of BrandsEye’s Cross-Industry Africa Sentiment Index

Covid-19 gives Saudi automotive brands the opportunity for digital growth

Improved digital service channels could be key during pandemic recovery.

Insurers get CSI sentiment boost but face market conduct complaints

Analysis of social media feedback about SA insurers during pandemic

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

BrandsEye and Bonsella analyse grocery shopping during Covid-19

Customer experience analysis of Saudi grocery retailers during Ramadan

Consumers demand in-store hygiene and better online shopping experience during Covid-19 crisis

UK consumers reward retailers' CSR and safety initiatives during Covid-19

Consumers praise relief efforts and protection of staff on Twitter.

Data price cut provides temporary relief for Vodacom’s Net Sentiment

Consumers largely negative on network’s data pricing

Rain’s 5G launch outperforms Vodacom in consumer sentiment

Rain outperformed Vodacom by 15 percentage points

CX analysis of Saudi telcos during Ramadan

Analysis of Saudi’s leading telcos based on social media sentiment data

Customer sentiment analysis 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

Lockdown drives increased social media usage in KSA and UAE

Consumers turn to digital channels during COVID-19 crisis

26.6% drop in customer service response rate during COVID-19 lockdown

Companies face unprecedented demand for digital customer service as consumers turn to social media for help, finds new BrandsEye report

COVID-19 SA Telco Analysis

Telcos could face significant customer service pressure in months ahead

UK Social Customer Service Index

25% of priority customer tweets go unanswered by leading UK brands, according to BrandsEye’s analysis of 567 544 tweets.

SA Banking Sentiment Index

Under-pressure consumers are even more fed up with their banks in 2019.

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

When the City of Cape Town faced with the worst drought in more than 300 years, it required an innovative communication strategy to rapidly change residents water consumption.

Consumer Sentiment in Retail

Deloitte partnered with BrandsEye to gain more insights into the factors driving consumer sentiment in the retail industry.

SA Insurance Sentiment Index highlights market conduct risks and opportunities

Consumers prioritise ethics and fairness as insurers face new TCF rules.

Three lead on CX, Vodafone place last

The report uncovers churn risk and CX performance. 12% of unhappy customers threatened to leave telecom providers.

SA Telco Sentiment Index

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

UK Challenger Bank Sentiment Index

Monzo and Atom Bank top sentiment ranking with responsive customer service and superior apps. Metro Bank bucks trend with popular branches but pay price with accounting error.

Navigating a crisis using real-time market conduct monitoring

Analysis of the 2018 Momentum insurance case with BrandsEye’s TCF solution

Research with The Norman Lear Centre’s Africa Narrative project

BrandsEye provides social data for study

What is driving consumer sentiment in UAE and Saudi Banks

Combining humans and AI to evaluate issues driving consumer sentiment

SA Banking Customer Sentiment Index

Capitec claims top spot in annual index

Africa Investor Sentiment Index

Sentiment analysis of nine African states

BrandsEye data key to new study on gender and political discourse online

Middle East Airlines Sentiment Study

Why social sentiment matters.

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