Glossary: Key Company Terms & Metrics

Net Sentiment

Net Sentiment is a key metric used to evaluate brand perception by calculating the difference between positive and negative sentiment. This percentage-based score offers a clear snapshot of overall customer experience and reputation.

Subcategories of Net Sentiment include:

• Public Net Sentiment
  Measures sentiment in publicly available social media conversations, excluding direct messages.
  
  
• Private Net Sentiment
  Captures sentiment from direct messages (DMs) sent to a brand’s social media accounts. This is useful for assessing the quality of private customer interactions.
  
  
• Operational Net Sentiment
  Reflects sentiment from individuals engaged in the customer journey, including pre-purchase, active customers, and post-service feedback.
  
  
• Reputational Net Sentiment
  Focuses on mentions not directly related to the customer journey—such as sponsorships, campaigns, or general public commentary.
  
  
• Benchmark Sentiment
  Provides a normalised sentiment score for consistent cross-brand comparisons by using standardised search terms and excluding campaign-specific content.
  
  

RPCS (Risk, Purchase, Cancel, Service)

RPCS represents four high-priority mention categories used across our solutions to help triage customer feedback and business risks:

• Risk: Mentions that highlight reputational or operational threats.
  
  
• Purchase: Opportunities for customer acquisition or product interest.
  
  
• Cancel: Indicators of potential churn or negative customer sentiment.
  
  
• Service: Mentions requesting help, support, or service resolution.
  
  

These classifications support real-time decision-making in Engage by surfacing the most critical interactions for customer care teams.

EQEngine

EQEngine is DataEQ’s proprietary technology that powers the classification and verification of social media and digital mentions. By combining machine learning with advanced natural language processing, EQEngine ensures:

• High-accuracy sentiment detection
  
  
• Advanced topic and theme classification
  
  
• Relevance filtering to remove noise and off-topic content
  
  

EQEngine enables clients to access trusted, accurate data across languages and platforms, even in complex or nuanced conversations—delivering over 95% accuracy on critical metrics.

Indices

Indices are industry reports generated by DataEQ to benchmark brand performance. These are compiled annually using standardised methodologies and include:

• Sentiment and volume comparisons across brands and sectors
  
  
• Data-driven insights to guide strategy and inform reputation management
  
  
• Competitive positioning through apples-to-apples analysis
  
  

Custom indices are available to address specific industries or regulatory frameworks.

Troubleshooting Questions

• Why doesn’t my Net Sentiment match internal survey results?
  Net Sentiment reflects real-time public and private online feedback, which may differ from survey-based internal scores.
  
  
• Can RPCS tagging be customised for our workflow?
  Yes, segment lists and tagging logic can be tailored to your industry and support priorities.
  
  
• What makes EQEngine different from other sentiment tools?
  EQEngine blends machine intelligence with verified processes to deliver accuracy that surpasses algorithm-only tools.
  
  
• How can I use Indices to support my reporting?
  Indices offer market-level context for brand performance. Speak to your Account Manager about relevant reports for your sector.
  
  
• Can EQEngine classify mentions in multiple languages?
  Yes, EQEngine supports multilingual processing across several key global languages.