April 2-3, 2019

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Creating Added Value from NPS with Text Analytics

Room 4 | 3:30-4:00 | Tuesday, April 2, 2019

Text analytics is a great tool on its own to analyze open-ended questions and other customer-related text data. But it can be even more effective when combined with other tools. One of those is NPS. In the last decade Net Promoter Score (NPS) has emerged as a favorite survey tool to measure customer loyalty. Many companies have adopted it as a standard. No system is perfect and even the creators of NPS agree the score isn’t complete by itself. A perfect pairing is open-ended questions attached to the survey which you can use text analytics to analyze. Adding questions such as “why did you give us this score?” or “what can we do to improve?” allows you to make NPS actionable. This is what gives you the information to make changes to further delight promoters or to help move neutrals or detractors towards becoming promoters of your brand. The challenge is how to manage all of those open-ended answers and make NPS more than just a number but an effective learning tool. The answer is to combine it with text analytics. In this presentation we will show you how.

What you will learn:

  1. Quick overview of NPS.
  2. Basics of text analytics and how to integrate text analysis with your NPS data or other similar scoring system such as CES, CSAT, CES, etc.
  3. How you can use text analytics techniques to manage large volumes of content to give you richer, actionable data from your NPS survey.


  1. Make your NPS survey more valuable by giving you insights into your brand and customer perceptions.
  2. Text analytics tools can help you quickly and cost-effectively manage large amounts of content to get more from your survey data.
  3. Text analytics tools can have multiple uses across your business.


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