SurveySensum

FEBRUARY 24, 2025

While both deal with analyzing text, they serve different purposes. First, What is Text Analytics? Text analysis , also known as text mining, is the process of extracting useful information from unstructured text data. Lets discuss the key differences and applications of sentiment analysis vs text analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Lumoa

DECEMBER 18, 2017

Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt. Text analytics help you to hear the real voice of the customer.” The company used an NPS® survey, yet they couldn’t tie the scores to any business results.

Text Analytics 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Understand Where You Stand Before improving your NPS, its essential to establish a baseline. So, understand the structure of the current NPS program. When are you sending the NPS surveys?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

PeopleMetrics

APRIL 8, 2025

Text Analytics: No Longer a Nice-to-Have When I revisited Lesson 4 , we covered the basics of text analytics. For example: "Your NPS dropped 9 points this month. To raise your NPS to 32, improve satisfaction with the recent experience to 73%, reduce problems to 84%, and help guests feel relaxed at 70%."

VOC 62

VOC AI Text Analytics Machine Learning 62

SurveySensum

NOVEMBER 24, 2023

This is why businesses need to pay attention to their NPS score. Your NPS score helps you gauge your customer loyalty and satisfaction with your product, service, and overall business success. A higher NPS score is associated with increased customer retention and long-term profitability, whereas a low score requires immediate action.

Text Analytics 52

Text Analytics NPS Customer Retention Net Promoter Score 52

SurveySensum

FEBRUARY 7, 2025

Do you find yourself switching between multiple tools to run NPS surveys? What if your NPS surveys could automatically sync with the tools youre already using? Thats possible with NPS integration. Real-Time Feedback, Real-Time Action Slow resolutions lead to unhappy customers and low NPS scores.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. With the help of Text Analytics Feature, you can properly analyze your NPS program. But how to do that?

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Confirmit

JANUARY 15, 2020

To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight. The results?

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

PeopleMetrics

FEBRUARY 4, 2025

How AI is Helping in the Growth Phase: Automating Text Analytics As I have mentioned in this blog series, AI can now analyze thousands of open-ended survey comments, identifying key themes and sentiment without manual effort. Example: A hotel chain in the Growth Phase integrates AI-powered text analytics into its VoC program.

VOC 62

VOC AI Text Analytics Touchpoint 62

SurveySensum

MARCH 19, 2025

You get, Diverse Question Types : Go beyond text and multiple-choice! AI-Enabled Text Analytics To Identify Quick Themes and Complaints Use AI-powered text analytics software to quickly identify and prioritize customer complaints and sentiments from open-ended survey responses.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

SurveySensum

MARCH 26, 2025

But doesnt it sound similar to text analysis? Text Mining vs. Text Analytics Whats the Difference? Heres how text mining and text analytics are different from each other. For instance, companies use text analytics to monitor social media sentiment and adjust their marketing strategies accordingly.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? What metrics should you follow?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

APRIL 7, 2025

NPS, CES, CSAT surveys, and more Launch any type of survey you want – product, onboarding, CSI, pulse or more – and go beyond the NPS , CES, and CSAT surveys. Build and launch NPS, CSAT, and other surveys without any hassle. *Source: G2 , Sep 11, 2023 3. Source: G2 , Jan 28, 2021 7.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

SurveySensum

OCTOBER 17, 2024

As a result, the initial step is to collect feedback from customers via various channels, such as online reviews, NPS /CSAT surveys, social media reviews, and customer support tickets. So, always opt for AI text analytics tools for it, and there are many in the market! Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note:

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Lumoa

JANUARY 31, 2023

Net Promoter Score® (NPS) Net Promoter System has been proudly called “ the only number you need to grow “ At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS? It’s very likely, that you have already answered NPS surveys multiple times yourself.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Heart of the Customer

NOVEMBER 6, 2014

And it appears I’m not the only one thinking that way, with Qualtrics releasing a new VOC solution incorporating text analytics, and Wednesday’s announcement of the merger between Maritz and Allegiance that will also feature text analytics as just one piece of their offerings.

Text Analytics 92

Text Analytics VOC NPS Gaming 92

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Retently

JANUARY 13, 2019

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

SurveySensum

FEBRUARY 6, 2025

Customer Insights and AI Capabilities Qualtrics : Qualtrics provides advanced analytics features, using AI and machine learning to enhance text analytics, sentiment analysis, and predictive modeling. QuestionPro : AskWhy is a combination of NPS , root cause, and comment question types.

CX 52

CX Sentiment Analysis Text Analytics AI 52

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires. With the help of voice and text analytics, the data analysis process is made even easier.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

SurveySensum

SEPTEMBER 10, 2024

Are you fully leveraging the potential NPS follow up questions? And to do that the first step is to add follow up questions in your NPS survey! When you ask and include follow up open-ended questions in your NPS survey you allow your customers to explain their experience and express themselves better. Let’s get started.

NPS 52

NPS Net Promoter Score Text Analytics Actionable Insights 52

SurveySensum

SEPTEMBER 3, 2024

NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. And this “why” is derived from the NPS drivers analysis. These NPS drivers not only help you improve your NPS score but aids you in prioritizing efforts in the areas that matter most to your customers. What Are NPS Drivers?

NPS 52

NPS Net Promoter Score E-commerce Actionable Insights 52

SurveySensum

SEPTEMBER 9, 2024

Jane received an email today with the subject line → “ Jane, we would love to hear from you about how we are doing. ” When she opened it, she found an NPS survey that took her only a few seconds to answer and complete. On the other hand, Alice got an email saying → “ Please fill out the NPS survey.” Let’s explore here.

NPS 52

NPS Text Analytics Start-ups AI 52

Lumoa

FEBRUARY 20, 2018

net Promoter score® (NPS) Net Promoter System has been proudly called " the only number you need to grow ". At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS? It's very likely, that you have already answered NPS surveys multiple times yourself.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Download This Guide to NPS for Beginners. Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

SEPTEMBER 16, 2024

This is where in-app NPS surveys step in. In-app NPS surveys are designed to collect feedback directly from users within your application. What is an In App NPS Survey? The in app NPS survey includes a quantitative question , asking how likely your users are to recommend your app on an 11-point scale.

NPS 52

NPS Text Analytics Touchpoint Start-ups 52

SurveySensum

DECEMBER 2, 2021

NPS Benchmark for Industries and Affecting Factors. Bird’s eye view of NPS benchmarks across industries. Going beyond the benchmark NPS: How can SurveySensum help? Bird’s eye view of NPS benchmarks across industries. To get a brief idea of where your business stands in terms of NPS, you must know the industry benchmark.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

Retently

SEPTEMBER 12, 2018

In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? It measures the chance of a customer’s recommending a business to their friends and colleagues by means of a single survey question: NPS survey. Sorting through the feedback is tough.

Customer Feedback 109

Customer Feedback NPS Machine Learning Text Analytics 109

SurveySensum

SEPTEMBER 20, 2024

NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. HubSpot’s advanced CRM platform seamlessly integrates NPS data, providing a holistic view of customer relationships. What is HubSpot NPS?

NPS 52

NPS Net Promoter Score Actionable Insights CRM 52

SurveySensum

AUGUST 2, 2024

NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights. without hassles.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

SEPTEMBER 17, 2024

To fix this, launch targeted NPS follow-up emails. Let’s explore NPS follow-up email templates for each segment and dive in to turn those scores into loyalty and growth! Let’s explore NPS follow-up email templates for each segment and dive in to turn those scores into loyalty and growth! What is an NPS Followup Email?

NPS 52

NPS Customer Satisfaction Actionable Insights Sentiment Analysis 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113