Case Study: Capitec Bank achieves positive net sentiment and client-centric growth with DataEQ

Net Sentiment a key metric in Capitec’s path to SA’s largest bank

Capitec Bank, a South African retail bank, partnered with the vendor DataEQ to gain access to unsolicited, real-time client feedback from social media. The challenge was to better understand client sentiment about its products and services to support its client-centric strategy and maintain high standards during a period of rapid growth.

DataEQ provided human-verified sentiment data, which Capitec uses across its marketing, product, and senior management teams for strategic decision-making. This solution enabled the bank to listen to client feedback, gain insights, and spot trends in real-time. As a result, Capitec has consistently maintained a positive Net Sentiment Score and grew from 7.3 million to over 23 million clients, becoming South Africa's largest retail bank.

Capitec Bank

Navashnee Moodley

Group Head CX