Case Study: Leading Consulting Firm achieves comprehensive voice-of-customer insights on Sony OLED TVs with NetBase Quid

A leading consulting firm wanted to learn more about consumer perspectives on Sony OLED Televisions across a number of key metrics

NetBase Quid analyzed 695 customer reviews of Sony OLED televisions to uncover what buyers care about and where products fall short. The core challenge was to distill customer feedback into actionable insights—identifying dominant topics, sentiment drivers, and product differences (notably between the A1E and A8F series)—so Sony could prioritize fixes and messaging.

Using automated text analytics and network clustering, NetBase Quid grouped reviews into five main topics (picture quality, sound, installation, Smart TV, price) and multiple subthemes. Picture quality was the largest and largely positive (about 71% positive), sound and installation also scored highly, while Smart TV/Android features generated the most negative comments and low-star ratings; overall positivity for A1E and A8F was similar (~73–74%), though A1E showed a wider variety of issues. The analysis validated Sony’s strengths in image and audio while pinpointing Smart TV performance and a few product-specific defects as priorities for improvement.