The use of customer sentiment analysis to identify correlations with the Net Promotor Score (NPS): a case in the retail
In this presentation, we will give insights on how sentiment analysis and the use of net promotor scores can help you get a clearer view of your customers. The net promotor score in marketing analysis is a score given to a customer to measure customer loyalty and customer satisfaction. Customers also give feedback in free text fields (surveys, questionnaires, online, after sales,..). We’ll see how sentiment analysis correlates (or not) with the net promotor score, based on customer feedback. We’ll illustrate this with a specific case in the retail industry.
Alain Goossens is a Managing Partner of SII Belgium, formerly known as Uniway. SII Belgium is a digital consulting agency that works in three business units: “Productivity & Collaboration”, “E-commerce & Digital Marketing” and “Actionable Insights & Smart Solutions”. Since a few years, Alain has specialized himself in Big data, analytics and smart solutions. In 2017, he completed a postgraduate degree in “Big Data & Analytics in Business & Management” at the Catholic University of Leuven.