Case Study: The MultiChoice Group strengthens crisis response and grows subscriptions with Meltwater

How Multichoice Group uses community engagement data to shape its social media strategies

MultiChoice, Africa’s leading entertainment company behind DStv, Gotv and Showmax serving around 20 million people across 50 countries, faced a social media challenge when a regional pricing promotion sparked the trending hashtag #DStvMustFall. With thousands of mentions and the newsroom increasingly driven by social platforms, the Corporate Affairs team needed real-time visibility into conversation context, tonality and drivers to protect reputation and improve customer experience.

By deploying Meltwater’s real-time social listening and analytics, MultiChoice tracked conversation volume, location, influencers and sentiment—revealing many posts were hijacks rather than genuine complaints. Those insights enabled targeted messaging and audience segmentation, improved content discovery sentiment, increased views and subscriptions, and allowed the team to manage the crisis while proving impact through data.

The MultiChoice Group

Jabavu (Joe) Heshu

Group Executive for Corporate Affairs