Social NPS

The text mining techniques allows to capture and understand people thoughts, opinions and preferences on social networks and web with respect to a certain discussed topic.

In particular, the Social NPS (Net Promoter Score) is an index that varies between -100 and +100, where the 0 represents the turning point from negative to positive perception. This indicator allows to compare and rank the feelings related to certain brands or products.

Project Details

Category: Social NPS
Sector: Finance
Period of analysis: 2 Months
Total analysed mentions: 400.000
Sources: Twitter

The Ranking tab allows to easily compare the Social NPS associated to the Brand and its competitors (or different products) and to directly rank them according to the social perception.

It is clear, in this example, that Brand 3 is the most appreciated whith respect to the others. Moreover, the NPS of Brand 2 is also the only one to be negative.

The Daily View instead shows how the NPS varies with time, revealing possible trends. In particular, in this example associated with some digital payment methods, Line Pay is the only one to be appreciated along the whole period.

It is usually of interest to analyse deeper the NPS trends using a qualitative peak-and-trough analysis. This specific analysis helps to reveal the underlying reasons related to highs and downs of the NPS.


Recent Analysis