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An Index to truly understand your customers

A challenge of the systems to measure customer experience and satisfaction is data collection, how do we get feedback from 100% of customers in a direct way, without bias?

One option that has emerged as an alternative to systems such as the Net Promoter Score (NPS), is the " Sentiment Index", an index that is generated directly from each interaction through a support channel between the customer or worker and the company.

The "Sentiment Index" (CSS)summarizes in a single number the distribution of sentiments across your documents. It informs you how positive or negative the sentiment is within a certain collection of documents.
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To define the CSS, we took inspiration from the well-known Net Promoter Score (NPS). The NPS value is defined as the difference between the percentage of promoters and detractors in a dataset, and as such falls within a range between +100 and -100, with the two extremes indicating that only promoters or detractors exist in the collection. The more positive the score the happier your customers are.

We take the same approach to define the sentiment index as the difference between the percentage of segments with positive and negative sentiment in your dataset. The higher the score, the more weight lies on the positive side of your customer's sentiments.

In Deep Talk, we use the sentiment index to

• track evolution of your sentiment over time
• rank categories by sentiment
• rank topics by sentiment

Hopefully our insights help to make your sentiment index grow over time.

Thanks for reading!

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