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Thirteen Customer Experience Database Design Principles

[fa icon="calendar'] Jan 19, 2017 2:55:48 PM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, Sentiment Analysis, Data Visualization, NPS, CES, data warehouse, customer experience, feedback categorization

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Extracting actionable insight is difficult. It takes a lot of work and requires serious thinking and planning. One of the most important things you need to do is to design and implement a CX database.

You, the CX professional, need to own this data. Don’t let BI or IT people set restrictions. Making compromises will greatly hinder your ability to do your work well. Good data is paramount!
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How well do NPS score and Sentiment correlate?

[fa icon="calendar'] Sep 7, 2016 11:57:21 AM / by Matti Airas posted in Sentiment Analysis, NPS

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Last week I wrote about setting up your company’s value drivers and explained how to weigh and measure them using NPS score. In that project, I came up with the following graphic in which color indicates the average NPS score.

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Sentiment Analysis Works!

[fa icon="calendar'] Jul 1, 2015 1:31:00 PM / by Matti Airas posted in Sentiment Analysis

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Three case studies from different industries prove that sentiment analysis works

This far I have only seen anecdotal evidence that sentiment analysis works. The reason for this is that the only way to benchmark sentiment is human analysis. And we are notoriously expensive and subjective.

If not human tabulation, then what hard measure or key performance indicator (KPI) should be used to prove whether sentiment analysis works? The only one I could come up with was Net Promoter Score (NPS).

HYPOTHESIS: In Net Promoter Score surveys the comment
field sentiment should correlate with the NPS score.

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