Celcom — Brand Perception in Malaysia

Biggest Risk

Network quality complaints are appearing across both app stores and are explicitly tied to the merger — users aren't just unhappy, they're attributing degraded service directly to CelcomDigi's integration, which means every day this persists, you're training customers to blame the brand by name. With 352 of 431 mentions coming from news (82%), you have almost no organic community voice defending you when these complaints surface.

Biggest Opportunity

The Spark by CelcomDigi app holds a 4.62/5 rating from over 10,600 ratings — a quietly strong signal that the product layer is working even while the network narrative is collapsing. If you shift even a fraction of your 352 news-driven mentions toward amplifying this user satisfaction story, you can create a counter-narrative before the negative framing hardens.

What they're missing

You likely think 18% positive sentiment means stable brand health — but with only 14 negative posts driving 3% negative sentiment, a single viral complaint thread could flip the ratio catastrophically. Your positive base of 79 mentions is dangerously thin for a telco serving millions, suggesting most satisfied customers simply aren't talking about you at all.