System and method for estimating impact of customer sentiment on net promoter score

A method for estimating influencing metrics and impact of customer sentiment on net promoter score comprising steps of:

• a) receiving a response to a net promoter score survey from a survey respondent;
• b) calculating a respondent type of promoter, passive or detractor based on the rating provided by the respondent, classifying the net promoter score rating into high, medium and low values, analyzing the sentiment of the free-text response given by the respondent to determine positive, negative or neutral sentiment;
• c) identifying or defining a metric which is to be estimated and generating a metric accordingly for each combination of a response sentiment and a net promoter score rating;
• d) defining a weight value for said combination of a response sentiment and a net promoter score rating;
• e) counting and tabulating the response to the net promoter score survey for said combination of a response sentiment and a net promoter score rating;
• f) multiplying said weight value with the response count for obtaining a weighted segment-wise count in a metric;
• and
• g) calculating an aggregate weighted average for the metric and interpreting a value of said metric in a business context, calculating a true net promoter score with equal weightage to response sentiment and net promoter score rating, calculating a true net promoter score with higher weightage to response sentiment than net promoter score rating, calculating a true net promoter score with higher weightage to net promoter score rating than response sentiment, and interpreting the true net promoter scores in a business context for estimating one or more influencing metrics and impact of customer sentiment on said net promoter score.

A non-transitory computer-readable storage medium for storing one or more instructions for estimating influencing metrics and impact of customer sentiment on net promoter score, wherein the storage medium comprising an executable code which when executed by one or more units of a system causes a processor to:

• receive a response to a net promoter score survey from a survey respondent;
• calculate a respondent type of promoter, passive or detractor based on the rating provided by the respondent, classifying the net promoter score rating into high, medium and low values, analyzing the sentiment of the free-text response given by the respondent to determine positive, negative or neutral sentiment;
• identify or defining a metric which is to be estimated and generating a metric accordingly for each combination of a response sentiment and a net promoter score rating;
• define a weight value for said combination of a response sentiment and a net promoter score rating;
• count and tabulating the response to the net promoter score survey for said combination of a response sentiment and a net promoter score rating;
• multiply said weight value with the response count for obtaining a weighted segment-wise count in a metric;
• and
• calculate an aggregate weighted average for the metric and interpreting a value of said metric in a business context, calculating a true net promoter score with equal weightage to response sentiment and net promoter score rating, calculating a true net promoter score with higher weightage to response sentiment than net promoter score rating, calculating a true net promoter score with higher weightage to net promoter score rating than response sentiment, and interpreting the true net promoter scores in a business context for estimating one or more influencing metrics and impact of customer sentiment on said net promoter score.

A user device for estimating influencing metrics and impact of customer sentiment on net promoter score, comprising:

• a memory;
• a processor connected with the memory, wherein the processor is configured to estimate influencing metrics and impact of customer sentiment on net promoter score equity via a system and the influencing metrics and impact of customer sentiment on net promoter score equity is estimated by:
• receiving a response to a net promoter score survey from a survey respondent;
• calculating a respondent type of promoter, passive or detractor based on the rating provided by the respondent, classifying the net promoter score rating into high, medium and low values, analyzing the sentiment of the free-text response given by the respondent to determine positive, negative or neutral sentiment;
• identifying or defining a metric which is to be estimated and generating a metric accordingly for each combination of a response sentiment and a net promoter score rating;
• defining a weight value for said combination of a response sentiment and a net promoter score rating;
• counting and tabulating the response to the net promoter score survey for said combination of a response sentiment and a net promoter score rating;
• multiplying said weight value with the response count for obtaining a weighted segment-wise count in a metric;
• and
• calculating an aggregate weighted average for the metric and interpreting a value of said metric in a business context, calculating a true net promoter score with equal weightage to response sentiment and net promoter score rating, calculating a true net promoter score with higher weightage to response sentiment than net promoter score rating, calculating a true net promoter score with higher weightage to net promoter score rating than response sentiment, and interpreting the true net promoter scores in a business context for estimating one or more influencing metrics and impact of customer sentiment on said net promoter score.