Social Media has contributed a significant deal to the digital revolution in the last 2 decades. Large volumes of data are shared on the internet at an extremely fast rate from multiple platforms, by millions of people across the world. The information shared is rich not only in quantity, but quality as well. Users share information of a wide range of topics from politics to commercial issues. One of the insights that can be extracted from all this information, is the sentiment of users of a particular product/service towards its providers.

In Zimbabwe, Econet is arguably the biggest tech company in the country. Econet is a Mobile Network Operator (MNO) that has evolved since it's inception in 1998, now contributing significantly to industries such as banking, media, insurance and IOT. Sufficing to say, it has become a near indispensable service in people's lives. The tech giant enjoyed overwhelming good will during its fledgling years, most probably due to the 'David vs. Goliath' battle it had with the government to be allowed to operate. In recent years however, particularly in the last 2, that sentiment has become increasingly negative. Many now claim that the organisation has now become greedy, overambitious and extortionist, compromising service delivery to its customers in the process. What better way to investigate these claims than through social media itself, where everyone seems to give their opinion these days.