We help businesses get high-quality, actionable data from unstructured customer and public feedback
SA, UK and Middle East
Joined April 2008
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The hardest part of deploying agentic AI in customer service isn't the AI. It's telling a routine question apart from the complaint headed for a regulator, when both can read almost identically.
Sarah Lamb (MD, DataEQ) on where the real risk sits: eu1.hubs.ly/H0yJmC40
When fibre fails, customers aren’t sure who’s responsible: their ISP or the network. For fibre operators, a significant share of that conversation is AI-addressable.
A real opportunity for @vumatel, @OpenserveZA and @FFFibre
👉 eu1.hubs.ly/H0zgM-90
#AgenticAI
How much of SA network providers' social customer service is ready for AI? Our 2026 SA Telecoms CX Index shows: most of it.
The goal isn't replacing teams. It's freeing them for what needs human judgement.
Not sure where to start? 👉 eu1.hubs.ly/H0yYGPD0
#AgenticAI
Where's your query volume concentrated? What needs a human, and what can AI handle? Which agent should you start with?
Our Social Customer Service Assessment answers all three, using your own data.
👉 Book an assessment: eu1.hubs.ly/H0yTyXz0
eu1.hubs.ly/H0yTyHr0
Most SA insurance conversation is primed for AI, but most insurers aren't using it. What's often deployed are basic bots where Net Sentiment sits at a highly negative -70%, reflecting a poor service experience.
Could agentic AI be the fix? eu1.hubs.ly/H0ys_5Z0
No shortcuts to ISO/IEC 27001:2022. Just a team that treats information security as part of how it works, not a once-off checkbox.
Read more: eu1.hubs.ly/H0xYNVf0
Turnaround time was the top factor driving cancellation threats across EVERY SA telecoms sub-sector. No exceptions.
📶 ISPs: 68%
🔌 Fibre: 66%
📡 Network Providers: 48%
📱 MVNOs: 47%
Reports ➡️ eu1.hubs.ly/H0y510X0
Who led each SA telecoms sub-sector this year?
📶 ISPs: @RSAWEB
📡 Network Providers: @rainSouthAfrica
🔌 Fibre: @Vumatel
📱 MVNOs: @FNBSA (FNB Connect)
Part of the recap series for the 2026 SA Telecoms CX Index (811,000 mentions, 4 sectors).
➡️ eu1.hubs.ly/H0y4_Qy0
How much of SA telecoms conversation could AI actually handle this year?
📶 ISPs: 29% 📡 Network Providers: 78% 🔌 Fibre: 45% 📱 MVNOs: 74%
The gap shows exactly where AI helps, and where it can't.
All four reports available here: eu1.hubs.ly/H0y4-MF0
We're officially ISO/IEC 27001:2022 certified 🎉
A key milestone in how we protect the data our clients trust us with and we're not stopping here.
Read more: eu1.hubs.ly/H0xYPKK0
#ISO27001 #InfoSec
SA's top insurers for CX Net Sentiment are:🥇@OUTsurance, @KingPriceIns, @Pineapple_SA, @miwayinsurance & @AbsaSouthAfrica.
Find out why and get the full top 18 list in the latest edition of the SA Insurance Sentiment Index: eu1.hubs.ly/H0xQMQF0
DataEQ retweeted
#Conectivity | SA telecoms customers demand to be heard
DataEQ’s 2026 SA #Telecoms Customer Experience Index shows consumers want the brand to be on their side when things go wrong.
@DataEQ
🔗gadget.co.za/dataeq842m/
gadget.co.za/dataeq842m/
The SA Insurance Service Excellence Index (Governance Edition) is live. 1.1M+ mentions across X, Facebook and Hellopeter (Apr 2025–Mar 2026). Our usual CX deep dive, plus a new governance focus and AI agentic readiness review.
Get the report: eu1.hubs.ly/H0xQk-D0
Shelley Bredin, our SA Telecoms Index Lead, comments on where AI can genuinely help telco customer service, and where it can't. Full findings from the 2026 SA Telecoms CX Index available here: eu1.hubs.ly/H0xMnlf0
. @TechCentral's line on "the brand equity is real... what follows the sale is not yet matching the promise" — Perfectly sums up what our data showed in our latest MVNO Index as the industry struggles to deliver against consumer expectations.
South Africa’s next broadband war may be won by a bank, writes Pambos Soteriades techcentral.co.za/south-afri…
DataEQ retweeted
South Africa’s next broadband war may be won by a bank, writes Pambos Soteriades techcentral.co.za/south-afri…
DataEQ retweeted
Report reveals growing customer frustration with SA mobile networks.
bizcommunity.com/article/rep… @Biz_IT
Great write-up from @ITWeb on our 2026 SA Telecoms Customer Experience Index. "The difference between the leaders and the rest came down to what happened when things went wrong." — DataEQ MD, Sarah Lamb
Customer frustration include network outages, billing disputes and failed service channels, a study shows.
itweb.co.za/article/sas-telc…
DataEQ retweeted
South Africa’s telecoms customers increasingly value reliable networks, fast problem resolution and transparent communication. DataEQ’s 2026 index shows why customer experience is becoming a key competitive differentiator for mobile operators. Read more: africabusiness.com/2026/08/1… #SouthAfrica #Telecoms #CustomerExperience #Business
Accusations of unethical behaviour dominated risk conversations across SA's MVNO market - well ahead of security concerns, escalation and legal threats. Mr Price Cellular experienced the most, followed by Standard Bank Connect.
Full report out now: eu1.hubs.ly/H0xwmdk0
