Item: Quid
Rating: 7
Author: Verified User

Overall Satisfaction with NetBase

Use Cases and Deployment Scope

It is used across the Pizza Hut organization. It really helps us to tap into understanding social conversations happening in social media that we wouldn't otherwise catch just looking at our complaints or Facebook posts. This has proved tremendously useful in helping us assess whether our actions have met consumer expectations etc.

Pros and Cons

Pros

The ability for social hive to "listen in" on social media conversations in several key languages
Easy to understand dashboards that enables us to drill down to the specific day and correlate with events we know happened
User friendly interface

Cons

Ability to cover more local/minor languages in Asia e.g. in Mongolia, Cambodia

Users and Roles

200 - The people who use social hive (based on NetBase) typically range from the top management, specialist social hive team, local/regional marketing team and business planning and analysis teams who may help to perform analysis on the data.

Return on Investment

Better customer service
Catch and/or "arrest" negative comments

Alternatives Considered

Not done a comparison

Likelihood to Renew

It's a good product, but like all others requires some level of full time attention to drill down and understand issues

Likelihood to Recommend

NetBase is especially well suited when it comes to tracking "live" events and monitoring the social conversations. For example we used it to monitor the collateral damage from the incident of the tainted food supplier in China (even though it was not our supplier!) and correlated that with our public statements and the impact on sales in Northern Asia.

Quid Feature Ratings

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