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Entertainment Case Study May 6, 2026

Transforming Feedback into Action: Major European Streaming Service

Industry Deep Dive • 6 min read

During a period of intense operational pressure, this Major European Streaming Service experienced unprecedented shifts in customer feedback. While traditional metrics simply showed a drop in satisfaction, Sentor's entity-based sentiment API uncovered the severe, structural root causes hidden within the noise.

The Challenge

The brand was receiving massive amounts of feedback across multiple channels. Legacy systems failed to differentiate between superficial complaints and deep-seated operational failures. The leadership team required profound diagnostics, not just a surface-level NPS score.

Sentor's Deep AI Analysis

By connecting their data pipelines to Sentor, the organization generated the following executive diagnostic, isolating the critical failures directly from the raw customer voice:

1. Executive Diagnostic


Brand health is Critical. Systemic streaming failures and deeply unsatisfactory customer service are driving immediate churn and escalating legal/reputational risks. The most alarming insight is the widespread inability to deliver core paid content reliably, coupled with customer support that actively disengages from problem resolution.

2. Root Causes



Poor Video Streaming Quality


  • Failure: Core video streaming infrastructure is unstable, leading to pervasive buffering, frozen streams, and substandard visual quality.

  • Evidence: "buffers for ages then just stops, I'm lucky to see a quarter of any game." (doc_21)

  • Root Cause: [System Error]

  • Business Impact: Churn, Reputation


    • Poor Service And Communication


  • Failure: Customer service is unresponsive, unhelpful, blames users for technical issues, and refuses legitimate refund requests.

  • Evidence: "Customer service is terrible. I can only reach them via chat. Silke B has frustrated me immensely on several occasions. He has no interest in helping." (doc_10)

  • Root Cause: [Service Failure]

  • Business Impact: Churn, Legal, Reputation


    • Poor Streaming Quality And App Usability


  • Failure: The streaming platform's user interface is unintuitive, plagued by navigation issues, and fails basic functionalities like initiating streams or providing comprehensive content access.

  • Evidence: "Very bad picture quality. Very low bitrate. Very dumb app navigation. Impossible to find anything." (doc_13)

  • Root Cause: [System Error]

  • Business Impact: Churn, Reputation


    • 3. Most Damaging Customer Voice


  • Quote: "Absolutely terrible service and poor customer relations. I could only stream [The Company] from my desktop and when the airplay function stopped working was merely told it was my fault and that I cannot get a refund. I subsequently cancelled my subscription and instead of allowing me to complete the remaining 2 weeks of the month I had paid for, they completely cut me off. The worst media app I have ever used. Will never use this app again."

  • Insight: This feedback demonstrates a critical failure across multiple domains: product functionality (airplay), service (blaming customer, refund refusal), and policy (premature account termination post-cancellation). The explicit intent to churn and never return, combined with accusations of fraudulent behavior, indicates severe brand damage and potential legal exposure.


    • 4. Recovery Roadmap



  • Immediate (24h): Implement emergency fixes to stabilize live streaming infrastructure, addressing buffering, freezing, and low-quality output.

  • Process Fix (30 days): Overhaul customer service protocols and training to ensure empathetic, proactive problem-solving and fair refund processing for service failures. Establish clear communication channels and guarantee service until subscription end for cancellations.

  • Structural (90 days): Initiate a comprehensive audit and redesign of the streaming application's UI/UX and backend content delivery network to improve navigation, reliability, and content access across all platforms.

    • Transformation & Results

    By executing Sentor's prioritized Recovery Roadmap, the organization immediately rectified policy gaps and overhauled fulfillment logic. Within 90 days, the sentiment surrounding customer service improved significantly, preventing further reputational decay. The brand shifted from reactive guesswork to data-driven operational excellence.