Saudi Electricity Company
Brand reputation & competitor analysis
Saudi Electricity Company
Brand reputation & competitor analysis
Saudi Electricty Company
The Plan
The Saudi Electricity Company wanted to understand their brand’s health and reputation in a deep way and learn what the drivers that motivate people to take action are. They were mostly interested in their social media performance, sentiment analysis around brand conversations and customer satisfaction scores.
Sila analysed the industry trends in KSA, with a focus on the competitors, audience and what the implications are that can affect the business.
In terms of competition, we looked into a local one, a regional one and a global player as well, so that we can have a comprehensive understanding of the differences between them all and uncover any key indications that can help enhance SEC’s performance, strengthen their market presence and improve their customer service.
The over-all experience.
Experiences should be as simple as possible because stressful situations - such as complaints or energy issues - can be made worse by the way channels are being used for social media. Given the audience is respectful of authority, there may be a tendency for them to not be public with specific feedback.
The other players
What works well for SEC is its overall presence; it has a high proportion of mentions, just second to Aramco, and also their organic share of search is quite high.
The assessment
Areas that can be better, include, reach, community engagement, sentiment, emotions and channel efficacy. A relook into the overall CX strategy and how social channels can be used more for driving brand conversation will make an impact across the areas SEC has further scope to up their performance.
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Success Achieved
This case study demonstrates how Sila's AI-powered consumer intelligence platform delivers actionable insights for businesses in the MENA region.