Case Study: Leading Food and Beverage Company achieves unified customer insights and strategic investments with NetBase Quid

A Food and Beverage Company Uses Netbase to Drive Customer-Focused Investments

One of the largest U.S. food and beverage companies with thousands of locations and millions of daily customer interactions needed a faster, more accurate way to turn social care feedback into strategic action. Its Care and Executive teams were overwhelmed by thousands of comments, replies and messages across six social accounts and lacked a unified analytics solution, making manual review time-consuming and error-prone.

NetBase consolidated six feedback sources and analyzed 27 months of real-time and historical data using patented NLP to surface sentiment, product gaps, seasonal trends and location-level performance. The platform delivered a unified view that drove targeted training (improving East Coast staff scores), informed new product and store investment tests, boosted customer satisfaction, and enabled data-backed strategic decisions while reducing effort and cost.