Practical Text Mining and Statistical Analysis for Non-structured Text Data Applications

Tutorial M

Case Study

Sentiment-Based Text Analytics to Better Predict Customer Satisfaction and Net Promoter® Score Using IBM®SPSS® Modeler

Olivier Jouve, Eric Martin and Marie-Claude Guerin,     IBM Corp.

Contents

Introduction

Business Objectives

Case Study

Creating New Categories and Adding Missing Descriptors

Results and Analysis

Summary

References

Introduction

Net Promoter Score (NPS) is a customer loyalty metric developed and registered by Satmetrix. The NPS is a convenient and simple way to analyze customer overall satisfaction. Customers rate their satisfaction on a 0 to 10 scale about a company, a service, or a product they use. Results are used to segment customers into three groups: Promoters, Passives, and Detractors. The percentage ...