Introducing sentiment analysis
Mention Me has two forms of sentiment analysis:
- Share message sentiment analysis: analysis of what referrers say to their friends (the sharing message). This gives you unique insights into what your brand advocates really think about your brand. Use this insight to optimise your referral & wider marketing to acquire more advocates.
- NPS sentiment analysis: analysis of what customers think about your brand. This sentiment gives you insight in pain points customers have. You can use this insight to improve your customer experience which will drive advocacy.
Share message sentiment analysis
Why is sentiment analysis of the share message important?
Want to know why your advocates love your brand? Now you can, with Share Message Analysis!
Share Message Analysis gives you real insights shared by your customers when they recommend your brand - that you can’t get elsewhere! For the very first time, you can monitor and analyse how your customers speak to their friends, and learn what messages resonate and make you stand out from the crowd.
With Mention Me's generative AI-powered sentiment analysis all the hard work is done for you. The share messages are analysed and key insights are pulled out. Get instant feedback on your USPs to improve tone of voice, marketing campaigns and positioning. Drive better conversions and enhance customer experience.
How do I set up share message sentiment analysis?
For share message sentiment analysis to be run you need to have 'native share message capture' set up as one of your sharing methods and have at least 20 share methods of 5 words of longer.
To request set-up of native share message capture set-up, use this form and our Operation's team will be in touch.
This is more information on native share message capture here.
Can I see which customer left the share message?
Due to PII we anonymise this data.
Can we use the quote for social proof for marketing materials?
As a general rule, this is not possible, unless you use your own privacy notice that allows you to do this.
NPS Sentiment Analysis
What is NPS?
Net Promoter Score (NPS) is a powerful metric that allows businesses to measure customer satisfaction.
Understanding NPS
NPS is a customer satisfaction metric that provides insights into how likely customers are to recommend a product or service to others.
To calculate NPS, customers are asked: "How likely are you to recommend your brand to a friend?" Customers will then score on a scale of 0 - 10 . Based on the responses, customers are categorised into
- Promoters (9 or 10 score): highly satisfied customers who are likely to recommend the product or service
- Passives (7 or 8 score): neutral customers
- Detractors (6 or below): dissatisfied customers
The NPS score is then calculated by subtracting the percentage of detractors from the percentage of promoters.
Why is sentiment analysis & NPS important?
NPS helps you understand what customers think about your brand. You can then take action to address pain points and ultimately improve the experience for your customers
With Mention Me's generative AI-powered sentiment analysis all the hard work is done for you. Customer comments are summarised into themes with areas to explore so you can get working on improving your customer's experience straight away
How can I use the sentiment analysis dashboard to drive action to improve customer satisfaction?
- Understand the different themes your customers are feeding back on: Use the 'Key Customer Insights' section to understand your customer pain points. These could include anything from website navigation and customer service to price and delivery for example. Handily, these themes are already prioritised by the volume of comments
- Explore ideas to improve performance: we've provided suggestions on ideas to explore further to help address the pain points. In addition, take a look at the customer sentiment to understand exactly what your customers are saying
- Take action: take action to address the pain points
- Track the impact: look at NPS score by month to see if your NPS score is increasing over time. Then dig deeper with the NPS distribution charts to see if the percentage of promoters is increasing over time and the percentage of detractors is decreasing over time
Here's a video about the subject:
How do I set up NPS sentiment analysis?
Navigate to the Sentiment Analysis page:
- Select 'Performance > Advocacy Intelligence' in the left-hand navigation
- Select 'Sentiment Analysis' from the top navigation
Then scroll-down to 'NPS score and feedback' section and click the 'Set up an NPS survey' link
This will open up a wizard which will guide you through the steps to get the NPS survey live. Set-up shouldn't take longer than 3 minutes.
