How Text Analytics Adds Value to NPS

    Companies are always trying to find easy and accurate ways to measure customer satisfaction or customer sentiment.  In the last decade Net Promoter Score (NPS) has emerged as a favorite.  Many companies have adopted it as a standard. The one-question survey developed by Fred Reicheld, Bain and Company, “How likely are you to recommend this product/brand/service to your friends or colleagues,” is straightforward, as is the 0-10 scoring system that accompanies it. Companies can ask the question and over time see how their score moves up or...

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