Case Study: Discovery Bank becomes South Africa’s most loved bank with DataEQ

The journey to becoming SA's most loved bank

Discovery Bank, South Africa's first digital-only bank, faced a challenge managing vast amounts of unstructured customer feedback on social media. This issue intensified with their branchless model, causing online Net Sentiment to trend downward as the customer base grew. They partnered with DataEQ to address this.

Using DataEQ's Analyse platform for real-time monitoring, the bank transformed social conversations into actionable data. This solution allowed them to identify pain points, engage in real time, and integrate feedback into their strategy. As a result, Discovery Bank topped Operational and Reputational Net Sentiment in the 2024 rankings, with significant improvements from 2021 to 2024 and high sentiment scores across products, digital experience, and customer loyalty.

Discovery Bank

Rene Theron

Ops Executive