Net Sentiment – a more accurate view of the customer

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.

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

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.

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.

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.

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.

Net Sentiment: Understand the true voice of your customer

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Unlock authentic feedback with

smarter sentiment analysis

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Key benefits of our Net Sentiment tool