Case Study: Sony gains insight into OLED TV customer sentiment with Quid

Voice of the Customer Sony OLED Televisions

Sony wanted to better understand consumer perceptions of its OLED televisions across key purchase and ownership factors. To do that, the company worked with Quid to analyze 695 product reviews from Amazon and Best Buy, aiming to uncover what customers liked, disliked, and discussed most often about Sony OLED TVs.

Using Quid’s text analytics platform, Sony and its consulting partner identified picture quality as the dominant topic, followed by installation, sound, smart TV features, and price. Quid also revealed that Smart TV and Android TV features generated the highest share of negative feedback, while installation earned especially strong ratings with no 1- or 2-star reviews. The analysis helped Sony compare sentiment across the A1E and A8F series and pinpoint specific product issues, from app lag to brightness and Dolby Vision concerns.

Sony