SatmetrixR Launches SparkScoreT: Disruptive Social Media Measurement
Solution Connects Online Customer Brand Sentiment to Business Results for
the First Time
The Net PromoterR company releases first three industry SparkScore
benchmarks and announces plans for integration into its customer experience
management solutions
SAN MATEO, Calif. – June 14, 2012 – SatmetrixR, the Net PromoterR Company,
today announced the release of Satmetrix SparkScoreT, www.spark-score.com, a
free website that benchmarks brands’ social media sentiment in select
industries using Net Promoter, the widely-adopted customer loyalty metric
and business practice that drives profitable growth. In addition, Satmetrix
provided further details on future SparkScore solutions, both standalone and
integrated into the company’s Net Promoter in the Cloud and industry-leading
customer experience management (CEM) solutions.
“All of the unsolicited, unstructured sentiment floating around the social
web perfectly complements the structured and solicited survey feedback that
has long been the core of voice of the customer programs. Until now, nobody
has been able to measure social media brand sentiment and capitalize on this
critical connection through their customer experience strategy,” said
Richard Owen, CEO of Satmetrix. “With Satmetrix SparkScore, our customers
now have a 360 degree view of the customer experience that classifies social
media comments not just as positive or negative, but as Detractor, Passive
or Promoter, and empowers them with actionable insights to mobilize
Promoters, recover Detractors and drive business results.”
The free SparkScore website (www.spark-score.com) currently offers key
customer loyalty insight into three industry domains – Airlines, Computers
and Laptops, and Hotels and Motels – with more industry domains to be added
over time. The website provides brands the ability to see their social Net
Promoter ScoreR (NPSR), i.e. SparkScore, on a weekly basis and compare it to
best, worst and average scores within their industry.
In the coming months, Satmetrix will release SparkScore standalone and
integrated solutions for the company’s Net Promoter in the Cloud software
applications, which will allow companies to identify, follow up and close
the loop with Detractors, Promoters and influencers who are active in social
media. The company’s software applications will provide its customers with a
holistic customer experience solution that connects customer sentiment from
both solicited surveys and unsolicited social media comments for more
effective customer engagement, strategic improvements and financial success.
To analyze and derive a social NPS, SparkScore uses Metavana’s sentiment
engine. First, data is collected from rich content sources (sources that
have a high propensity of expressed sentiment) across the web. Then,
SparkScore uses Metavana’s focused crawler, which only collects data about a
pre-determined topic at hand, i.e. Airlines, Hotels and Motels, Laptops and
Computers, etc. The data is then analyzed, first by entering Metavana’s
classification engine, and then through its sentiment engine. Next, a
proprietary algorithm is used to calculate SparkScore. Each comment enters a
classification process, which rates each comment as a Detractor, Passive or
Promoter with an unprecedented level of accuracy and proven correlation to
Net Promoter Score. The collective ratings are used to calculate the overall
SparkScore for the brand, on a scale of -100 to 100.
To read more about these features and other software offerings from
Satmetrix, visit www.satmetrix.com.
About Satmetrix
Satmetrix is the leading provider of cloud-based customer experience
software for companies worldwide. As co-developer of the industry-leading
Net PromoterR methodology, its applications deliver full process support to
help companies reduce customer churn, mobilize loyal Promoters, generate
more powerful insights and drive customer obsession through accountability.
With experience on more than 700 deployments in 47 languages and serving
clients in more than 50 countries, Satmetrix has the knowledge to accelerate
the success of customer experience efforts using Net Promoter. Satmetrix is
headquartered in San Mateo, Calif., with offices in London, New York, Paris
and India.
www.satmetrix.com
Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc. and Fred Reichheld.
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