Welcome!

Agile Computing Authors: Liz McMillan, Yeshim Deniz, Carmen Gonzalez, Elizabeth White, Pat Romanski

Blog Feed Post

Satmetrix® Launches SparkScore™: Disruptive Social Media Measurement Solution Connects Online Customer Brand Sentiment to Business Results for the First Time

The Net Promoter® company releases first three industry SparkScore benchmarks and announces plans for integration into its customer experience management solutions

London - June 14, 2012 - 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.

About Satmetrix
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.
www.satmetrix.com

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

###

Contact:
Britt Davies, Field Marketing Director, Satmetrix
+44(0)845 371 1044 [email protected]

Matt Manners, Onva
+44 (0)7799876 473 [email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

IoT & Smart Cities Stories
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
Atmosera delivers modern cloud services that maximize the advantages of cloud-based infrastructures. Offering private, hybrid, and public cloud solutions, Atmosera works closely with customers to engineer, deploy, and operate cloud architectures with advanced services that deliver strategic business outcomes. Atmosera's expertise simplifies the process of cloud transformation and our 20+ years of experience managing complex IT environments provides our customers with the confidence and trust tha...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
AI and machine learning disruption for Enterprises started happening in the areas such as IT operations management (ITOPs) and Cloud management and SaaS apps. In 2019 CIOs will see disruptive solutions for Cloud & Devops, AI/ML driven IT Ops and Cloud Ops. Customers want AI-driven multi-cloud operations for monitoring, detection, prevention of disruptions. Disruptions cause revenue loss, unhappy users, impacts brand reputation etc.
The Japan External Trade Organization (JETRO) is a non-profit organization that provides business support services to companies expanding to Japan. With the support of JETRO's dedicated staff, clients can incorporate their business; receive visa, immigration, and HR support; find dedicated office space; identify local government subsidies; get tailored market studies; and more.
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility. As they do so, IT professionals are also embr...
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility.
Today's workforce is trading their cubicles and corporate desktops in favor of an any-location, any-device work style. And as digital natives make up more and more of the modern workforce, the appetite for user-friendly, cloud-based services grows. The center of work is shifting to the user and to the cloud. But managing a proliferation of SaaS, web, and mobile apps running on any number of clouds and devices is unwieldy and increases security risks. Steve Wilson, Citrix Vice President of Cloud,...
When Enterprises started adopting Hadoop-based Big Data environments over the last ten years, they were mainly on-premise deployments. Organizations would spin up and manage large Hadoop clusters, where they would funnel exabytes or petabytes of unstructured data.However, over the last few years the economics of maintaining this enormous infrastructure compared with the elastic scalability of viable cloud options has changed this equation. The growth of cloud storage, cloud-managed big data e...