The leading provider of Market Intelligence extracted from aggregated, unstructured Voice of Customer, introduces new capabilities for the enhancement of its business clients' NPS (Net Promoter Score) programs.
Online PR News – 19-June-2012 – Pt. Richmond, CA – Amplified Analytics, a leader in the field of Customer Experience Opinion Mining, announced today the launch of a first-of- its-kind application that measures Customer Satisfaction without the use of traditional survey methods. The application is designed to process high volumes of unstructured consumer-generated stories, describing customer experience with specific products or services, and measuring their Customer Satisfaction in the standard NPS format. In addition, the system enables Voice of Customer and Customer Experience Management professionals to automatically extract specific attributes of customer experience that impact Customer Satisfaction scores.
Apart from reducing cost and time turnaround for processing their own Voice of Customer content, Amplified Analytics clients report additional benefits of this approach:
1. Ability to include unsolicited Voice of Customer content found in Social Media that brings much more statistically representative results;
2. An opportunity to generate Competitive Marketing Intelligence by producing NPS scores for competing products/services that are consistent with internal Customer Satisfaction ratings;
3. Automated classification of the content to produce underlying reasons for Customer Satisfaction ratings, along with measurements of their relative impact on the aggregate Net Promoter Score.
NPS Voice of Customer reporting is powered by Amplified Analytics' proprietary Opinion Miner® software platform. Amplified Analytics built its reputation as a leader in Customer Experience analytics by providing Social Media Marketing Research services to marketing organizations of Consumer Electronics, Software and Hospitality companies. The Marketing Intelligence produced helps companies identify why their customers choose one product or service over another, and what product enhancements increase customer satisfaction.
About Amplified Analytics
Amplified Analytics is a Pt. Richmond, California-based technology company providing Social Media Marketing research and intelligence services powered by feedback from consumers. The consumers' feedback is aggregated from multiple sources including publicly available information from product-review sites. Through the use of the company’s reports and Customer Experience analytical data, Amplified Analytics’ clients are able to access the true voice of the customer. Amplified Analytics automatically transforms customer reviews, call center transcripts, emails, chats and other interactions into insight that helps its clients improve Customer Experience, product and service offerings.