[Public Opinion Monitoring Service] Negative public opinion about our company. If you find the source, you will find the answer.

The ‘subscription fee increase’ controversy shook famous OTT service companies

The online ‘subscription fee increase’ controversy shook famous OTT service companies

Company C, one of the famous OTT service companies, faced an unexpected online reputation crisis in 2025.

As the existing subscription service plan was reorganized and the prices of some plans increased,, Strong opposition from existing customers spread rapidly online, 💥 This soon led to criticism of 'ignoring existing customers' and 'excessive fee increase compared to service quality'.

Perhaps because of this, the amount of online mentions rapidly increased from an average of less than 30 per month to more than 2,000.

When searching a portal site‘Rate increase’, ‘Subscription fee’, ‘Service interruption’Negative related search terms such asComplaints and cancellation reviews from existing customersThis spread.

Company C’s risks

Online mention volume: monthly average of less than 30 → rapidly increases to over 2,000
Negatively related search terms: ‘Rate increase’, ‘Subscription fee’, ‘Service interruption’back exposure
Spread route: Share customer complaints and cancellation reviews through SNS

Company CactuallyNecessary rate adjustments for investment in improving service quality and development of new featuresIt was, butEmotional backlash from customersAs this continues to spread, we have come to recognize that an effective response is impossible without accurate data and evidence.

📌 Rapidly changing online public opinion, manual monitoring is ‘not enough’

Reputation management begins with ‘public opinion analysis’

The biggest problem facing Company C is ✅The exact scale and cause of negative public opinion spreading online cannot be determined.It was.

There was no system to systematically collect and analyze public/customer complaints scattered across various platforms, and when an issue occurred, it was difficult to determine in real time which channel and how much it was spreading.

With rapidly changing public opinion, manual monitoring alone is not enough.

especiallyCustomer reaction to rate plan changesForCharacteristics where emotional elements are large and spread quicklyFor this reason, objective and comprehensive data analysis was essential to establish an appropriate response strategy.

Company COfficials said that they believed it was urgent to establish a data-based reputation management strategy rather than baseless speculation, and that they had begun considering the introduction of a professional online public opinion monitoring service.

Establishment of issue-related online public opinion monitoring strategy

‘Subscription fee increase’Establishment of data-based response strategies related to issues

Company Cis complex and sensitiveCustomer-related issuesHe emphasized that in order to respond, a professional partner is needed who understands business characteristics and can provide strategic solutions.

Accordingly, 🔄 with White MeA total of 5 years and 6 months from January 2020 to June 2025decided to conduct comprehensive online public opinion monitoring.

Establish comprehensive monitoring scope

As monitoring targets, 12 major consumer community platforms were selected, including Naver and Daum blogs and cafes, portal sites with search term auto-completion and related search terms, and Pomppu, Clien, DC Inside, and 82 Cook.

In addition, social media platforms such as Instagram, Facebook, YouTube, and X (Twitter)App store review and IT review siteWe have established an all-round monitoring system, including:

monitoring scope

Monitoring period:January 2020 - June 2025 (5 years and 6 months)
Portal site:Naver, Daum Blog/Cafe, Search Word Trends
Main communities:12 platforms including Pomppu, Clien, DC Inside, 82 Cook, etc.
SNS platforms:Instagram, Facebook, YouTube, X (Twitter)
Review Platform: IT professional review site, OTT price comparison site, customer reviews, etc.

Analysis methodology

AI-based positive/negative/neutral automatic classification
Extracting key issues through topic modeling
Identifying public opinion diffusion routes through network analysis
Analysis of public opinion change patterns by event through time series analysis

📌 Public opinion monitoring performance and extracted insights

Monitor performance and extract insights

5 years and 6 monthsTotal through monitoring of48,926 casesData was collected, and the distribution by channel was 42% in community, 31% in SNS, and 27% in blogs.

Sentiment analysis results 📉 We were able to confirm that the initial negative public opinion was 38%, but it was gradually improving.

monitoring performance

Total collected data: 48,926 cases (5 years and 6 months)
Distribution by channel: Community 42%, SNS 31%, Blog 27%
Initial sentiment analysis: Negative 38%, Neutral 41%, Positive 21%

Key Issues & Insight Analysis Results

Analysis results 🏷️Plan/price policy issuesgo42%It accounted for the highest proportion, 🏷️service qualityRelated content26%, 🏷️Customer support responseRelated content20%, 🏷️Competitor ComparisonRelated content12%was found to occupy. This isCompany Cclearly presented areas to focus on first.

Key issue analysis results

Rate plan/price policy: 42% (subscription fee increase, rate plan change, cost-effectiveness)
Service quality: 26% (feature improvements, stability, usability)
Customer support response: 20% (CS response, problem solving, communication)
Comparison of competitors: 12% (consideration of pros and cons compared to other companies and departure)

Key Insights

Issues related to rate plansJust by itselfMore than 20,000 casesThere was a conversation of
The top two issues (rate plan + service quality) account for 68% of the total.
Company CPriority response areas are clearly demonstrated by data.

Based on the results of this opinion pollCompany CThe 24-hour real-time monitoring system enables rapid detection of issues at an early stage, and the escalation process for each issue severity is automated.

‘Online public opinion monitoring’ service performance

After introducing the monitoring service, Company C 💡Significant improvement in all areas of brand image and business performancehas been reaped.

Brand image improvement results

Negative opinion: 52% → 28% (24% point decrease)
Brand Preference: 3rd place in the industry → Rise to 2nd place

Establishing a long-term reputation management system through online public opinion monitoring

The biggest challenge facing companies today is ‘changes in online public opinion’, which are difficult to predict.There are limits to simply responding to a problem after it occurs.

True reputation management begins with detecting potential issues in advance and reading public opinion change patterns through past data analysis.

Furthermore, true change begins when these insights are shared across the company so that all executives and employees understand the brand's status and each department sets goals appropriate for its current reputation.

Positive outcomes from reputation management

Demonstration of improved financial performance of companies with excellent reputation
Evaluation criteria for the world’s top 100 reputable companies: ‘Citizenship’
Non-financial values account for 41% of reputation score
Domestic large corporations (ex. Otto*) are also making moves to manage their reputation.

Source 1: The RepTrak Company, 2020

Source 2: [Reputation is power in the new normal era ④] Wise reputation management of successful companies

📌 White Me online public opinion monitoring service

WhiteMe online public opinion monitoring service

Company C's success story shows that systematic online public opinion monitoring goes beyond simple reputation management and can lead to improved business performance and organizational culture innovation.

White Me’s online public opinion monitoring service is the core solution that supports these achievements.By doing this, we sincerely promote the growth of our customers.

‘Key’ points of White Me monitoring service

Real-time 24-hour monitoring:Early detection of issues and immediate notification
Simultaneous tracking of major platforms:Omnidirectional monitoring without blind spots
AI-based sentiment analysis:Accurate public opinion identification and trend analysis
Custom reports:Providing specialized analysis and insights for each customer

A real-time, 24-hour monitoring system enables early detection of issues, and simultaneous tracking of major platforms provides monitoring without blind spots.

❗Don't suffer from negative public opinion that you can't guess anymore.

Companies that have adopted 'White Me''s online public opinion monitoring service are achieving remarkable results through systematic and continuous reputation management.

※ The report is a reenactment image for understanding purposes, so please contact us for detailed inquiries about the analysis results.White Me Channel TalkPlease use .

📌 Check online public opinion of our company/brand for free