Satmetrix SparkScore to Offer Groundbreaking Social Media Measurement Solution That Connects Online Sentiment to Business Results Using Net Promoter


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Solution marries methodology and approach of Net Promoter with social media
sentiment classification and rigorous analytics technology to measure online
conversations in a meaningful business context

SAN MATEO, Calif. – Feb. 2, 2012 – SatmetrixR, the Net PromoterR software
company, today announced it will change the way businesses measure and use
social media with the first-ever Net Promoter social media measurement
solution, Satmetrix SparkScoreT. The solution applies the same Net Promoter
methodology of recommendation behavior, which identifies Detractors,
Passives and Promoters of a brand, to social media sentiment. With
SparkScore, businesses will be able to measure the fluid and unstructured
comments and opinions made about their brands online using Net Promoter, the
widely-embraced customer loyalty metric and business practice that drives
profitable growth.

“In the absence of an effective way of making business sense of social media
content, businesses have been limited to simply counting tweets, likes,
follows or other vendor-specific score methodologies that don’t have the
proven linkage to growth,” said Richard Owen, chief executive officer,
Satmetrix. “SparkScore, our breakthrough social media Net Promoter Score,
will change the game. Companies will be able to understand the sentiment of
what is being said about their brands online, connect it to measurable
business results and bring it to the board room.”

In the upcoming weeks and months Satmetrix will be releasing a series of
SparkScore solutions. The first, free edition, which is scheduled to launch
towards the end of this month, will measure the SparkScore of major brands
across industries. Using a rigorous and reliable sentiment engine from
Satmetrix development partner, Metavana, SparkScore will analyze comments
made about brands across social media sites (Facebook, Twitter and more), as
well as reviews, discussion sites and applicable private customer forums,
and assign a SparkScore to each brand. Companies will be able to access
their overall SparkScore and compare it to their industry’s benchmark and
best and worst scores on a daily basis.

“Social media is a growing priority within businesses, but our research
demonstrates many lack a solid strategy and means to understand if their
efforts are achieving business results,” said Bruce Temkin, managing partner
of the Temkin Group. “Applying the NPS discipline into a social media
environment full of rich customer feedback is right for the times.”

Following this first release, Satmetrix will be embedding its SparkScore
solutions into its Net Promoter in the Cloud software applications to enable
companies to generate more powerful social media insights and drive action
across their organizations to increase business results.

“Our future SparkScore-based solutions will create a single means of
managing an integrated, 360-degree view of the customer experience that
leverages social media sentiment and solicited customer feedback to increase
brand loyalty, reduce customer churn and mobilize promoters,” added Owen.

For more information about SparkScore and other offerings from Satmetrix,

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 40 languages, 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.

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc. and Fred Reichheld. Satmetrix, the
Satmetrix logo and SparkScore are trademarks of Satmetrix Systems, Inc.

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