Customer-metrics

Understanding and measuring customer satisfaction is critical for success in today's competitive business landscape. One widely-used metric for gauging satisfaction and loyalty is the Net Promoter Score (NPS). In this blog, we'll delve into what NPS scores are, how to calculate NPS scores, and strategies to improve them. We'll also explore the role of sentiment analysis in understanding customer feedback. So, let's dive in and unlock the true potential of NPS scores.

Understanding customer feedback is important. But did you consider how it can be used to improve product ratings? The article introduces an impact metric called the Net Impact score, which measures the positive or negative impact of specific topics on the marketplace star rating of any product. The Net Impact score is computed using a combination of factors such as the importance of each topic, sentiment, topical sentiment distribution, and movement in average star rating.