--- title: Net Sentiment – a more accurate view of the customer description: A powerful, real-time customer satisfaction metric drawn from volunteered online feedback, providing a more accurate alternative to NPS. image: https://dataeq.com/hubfs/net-sentiment-social-img.jpg --- [Skip to content](https://dataeq.com/our-tech/net-sentiment#main-content) [![DataEQ Logo](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png?width=120&height=43&name=DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png)](https://dataeq.com/) - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Open main navigation Close main navigation - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Request a demo # Net Sentiment: Understand the true voice of your customer Measure what matters most about customer Net Sentiment and transform this data into actionable intelligence with the EQ Engine. ![banner-img](https://dataeq.com/hubfs/banner-img.svg "banner-img") ### Trusted by leading organisations worldwide - ![leading-brands-dataeq-logos-01](https://dataeq.com/hubfs/leading-brands-dataeq-logos-01.svg) - ![leading-brands-dataeq-logos-02](https://dataeq.com/hubfs/leading-brands-dataeq-logos-02.svg) - ![leading-brands-dataeq-kpmg-03](https://dataeq.com/hubfs/leading-brands-dataeq-kpmg-03.svg) - ![leading-brands-dataeq-logos-04](https://dataeq.com/hubfs/leading-brands-dataeq-logos-04.svg) - ![leading-brands-dataeq-logos-05](https://dataeq.com/hubfs/leading-brands-dataeq-logos-05.svg) - ![leading-brands-dataeq-logos-06](https://dataeq.com/hubfs/leading-brands-dataeq-logos-06.svg) # Unlock authentic feedback with smarter sentiment analysis Net Sentiment is a powerful, aggregated metric that quantifies customer experience by calculating the difference between positive and negative sentiment. As a key voice-of-customer indicator, it reflects overall brand health and satisfaction. Powered by the EQ Engine, our hybrid approach blends advanced AI with expert human validation to ensure each sentiment post captures tone, nuance, and context—giving your teams accurate, actionable insights. ![target-icon-1](https://dataeq.com/hubfs/target-icon-1.svg) ### **Data accuracy you can trust ** The EQ Engine consistently delivers data accuracy of 90% and above—far exceeding industry averages. That means you get insights you can act on with confidence, not guesswork. #### Key benefits of our Net Sentiment tool ![customer-feedback-icon-1](https://dataeq.com/hubfs/customer-feedback-icon-1.svg) #### Unsolicited, authentic feedback  Capture naturally occurring customer opinions from social media and other public channels—volunteered insights that reflect what people really think and feel, without survey bias. ![opinion-indicator](https://dataeq.com/hubfs/opinion-indicator.svg) #### Real-time, opinion indicator Stay ahead of the curve with a continuous measure of public opinion. Unlike NPS or focus groups, Net Sentiment surfaces live insights that keep your teams informed and ready to respond. ![competitor-benchmarking-3](https://dataeq.com/hubfs/competitor-benchmarking-3.svg) #### Competitor benchmarking  Compare your Net Sentiment with competitors and your own historical data. This real-world benchmark empowers your teams to course-correct quickly, maintain industry relevance, and drive competitive advantage. ![op-vs-rep-feedback](https://dataeq.com/hubfs/op-vs-rep-feedback.svg) #### Operational and reputational feedback The EQ Engine segments data with precision, distinguishing operational pain points from reputational issues. This clarity ensures teams focus on the right problems at the right time.   ![root-cause-analysis-4](https://dataeq.com/hubfs/root-cause-analysis-4.svg) #### Granular root-cause analysis  Granular topic analysis relies on accurate Net Sentiment data. Pinpoint exactly what factors are driving customer complaints or praise, and whether they are positive or negative.  ![op-vs-rep-ns-chart-2](https://dataeq.com/hubfs/op-vs-rep-ns-chart-2.svg) ### Separating operational and reputational feedback reveals a discord in brand and CX perception By splitting out operational and reputational feedback for leading UK telcos, DataEQ identified key drivers of positive and negative performance. The sentiment chart revealed that although Vodafone had the worst CX/operational performance, their branding efforts helped them achieve the top overall Net Sentiment position. This division ensures that a reading of CX performance is not skewed by marketing efforts, and vice versa. ![op-vs-rep-ns-chart-2](https://dataeq.com/hubfs/op-vs-rep-ns-chart-2.svg "op-vs-rep-ns-chart-2") ## Quantify your customers' experiences with accuracy and confidence Get in touch with our team to learn more about how we can help you. 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