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NPS sentiment analysis in NotifyVisitors

  • Created : May, 17, 2021
  • Last Updated : Nov, 05, 2024

Customer Satisfaction and Sentiment Analysis

Customer satisfaction is a primal metric for every brand and business to retain them for a longer period of time. Today’s customer wants their needs to be met instantly and immediately and hence brands must now be more alert towards satisfying customers at a faster pace. Also, if they are clearly aware of the perception of the customers towards their brand, the rest can be followed easily.

Definitely, there are various tools to know the feedback and perception of the customers such as NPS. You can easily measure customer satisfaction, get their feedback and improve their experience further. 

Now come the hindrances and problems in sorting out the responses of the customers. In order to attain the NPS score, you simply need to ask a question and further you can calculate the net promoter score. But to dig deeper into the reasons for their scores, you need to ask the customers certain hows and whys such as :

  • Did the product deliver a better experience? Why or how?
  • What led your customers to score the way they did?
  • What aspects of the product were mostly liked by the customers?

It would be difficult for your team to read all the open-ended answers manually. In such a situation, sentiment analysis comes as a rescue to automate the analysis of all the responses.

What is Sentiment Analysis :

Sentiment analysis is a technique that uses machine learning and natural language processing to understand the different opinions of the customers in the form of written or spoken language.

Why is Sentiment Analysis Essential for NPS :

Sentiment analysis is an essential part of the NPS surveys as it saves a lot of time and money in manually checking all the responses. The technique can automatically sort out the responses and tag them for you so that you can gather relevant insights and make more data-centric decisions instantly. Also, your team could focus on more productive tasks.

The other fact for the necessity of the sentiment analysis is to avoid the biases of your team members. Every team member could measure the responses as per their different criteria and sentiment analysis lets you achieve a unique criterion for analyzing the responses.

Below are some of the long-term benefits for the Sentiment analysis :
  1. Analyze thousands of responses:  A sentiment analysis model can easily analyze innumerable amounts of responses in a cost-effective way.
  2. Gives real-time insights:  It has the capability to analyze the NPS responses quickly. Consequently, you can attain actionable insights and improve the customer experience.
  3. Get consistent criteria: The sentiment analysis technique sorts out your data and helps you in getting more consistent results.

How to View Sentiment Analytics in NotifyVisitors :

NotifyVisitors enables you to create NPS and view the real-time analytics so that you can improve customer experience through their feedback. You can view the sentiment analytics in a graphical form that depicts different emotions of the customers (negative, positive, neutral, and mixed).

A brief description of the responses/feedback :

  • Positive feedback: When a customer feels great about your product or services.
  • Negative feedback: When a customer gives negative feedback, that means he is not at all satisfied with the product. There are hardly any chances they will use it again.
  • Neutral feedback: A neutral feedback is neither positive nor negative, it is somewhere in between. That means you can still have the possibility to turn neutral feedback into a positive one by improving the customer experience.
  • Mixed feedback: A mixed feedback signifies that either customer likes your product or dislikes it. There is no neutrality in between.

You can interpret the responses and feedback of the customers through the analysis of their sentiments from the graphical chart.

Below are the steps to follow to view the sentiment analytics in NotifyVisitors :

1. Navigate to the NotifyVisitors dashboard> NPS.

NPS analytics

2. Click on the ANALYTICS section and move to the TEXT ANALYSIS category to view the graphical chart of the NPS responses. You could view here the number of mixed, positive, neutral as well as negative responses.

     sentiment analytics

Conclusion

Customer feedback is an important metric to look at while creating and formulating new strategies for your brand. Make your customer happy and satisfied to further retain them in the long run. Sentiment analysis helps you evaluate the responses perfectly.

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