SAN MATEO, Calif., June 14, 2012 /PRNewswire/ – Satmetrix®, the Net Promoter® Company, today announced the release of Satmetrix SparkScore™, 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 Score® (NPS®), 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.
Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industry-leading Net Promoter® 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.
Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.
Britt Davies, Field Marketing Director, Satmetrix
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