By identifying the issues driving customer sentiment, CX teams are making targeted journey improvements. Net Sentiment is used by customer-centric organisations who’ve traditionally relied on lagging metrics like Net Promoter Score. Net Sentiment is an aggregated and real-time customer satisfaction index drawn from volunteered online customer feedback. It is calculated by subtracting the total volume of negative sentiment from positive sentiment.
Enhance customer satisfaction, boost loyalty, and optimise retention with
real-time customer journey mapping.
A leading indicator of customer satisfaction
Structured and enriched customer feedback
BrandsEye uses real people to structure and enrich your customer feedback with industry leading accuracy. We’ve solved the accuracy challenges of natural language processing (NLP) by augmenting and continuously training our AI with proprietary crowds of specialised contributors. Our contributors evaluate the sentiment, topics and channels per post and identify the journey stage it links to.
Operational feedback distilled for CX
Using our crowds’ human insight, we segment the data to provide a differentiated view which separates the customer experience conversation from the reputational conversation. Root cause analysis requires this separation of PR and marketing efforts from the business operations data that affects customer experience. This division ensures that your reading of CX performance is not skewed by marketing efforts, and vice versa.
Achieve an authentic voice of customer
Conversation data is categorised by customer journey stages and channels. This allows you to understand customer feedback in relation to the customer lifecycle and monitor sentiment by journey stage. Channel mapping allows you to assess customer interactions with particular touchpoints, such as call centres and mobile apps. Channels are standardised per industry, including telcos and financial services.
A KPI designed for standardised benchmarking
BrandsEye’s industry-specific topic and customer journey maps have been designed to ensure consistent monitoring and reporting. Standardised schemas enable benchmarking over time, against competitors, and across regions. Understanding your CX strengths and weaknesses in relation to your competitors is key, particularly on social media where much of the feedback is negative.