Method and apparatus to calculate real-time customer satisfaction and loyalty metric using social media analytics

A computer-implementable method for providing a near-real-time measurement of sentiment within a social media environment, comprising:

• processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment, the processing the first set of social media data comprising associating sentiment values for the first set of user interactions;
• processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data, the processing the first set of SNA data comprises generating the first set of SNAP metric data using the sentiment values;
• processing a second set of social media data to generate a second set of SNA data in near-real-time, the second set of social media data associated with a second set of user interactions within the social media environment, the processing the second set of social media data comprising associating sentiment values for the second set of user interactions;
• processing the second set of SNA data to generate a second set of SNAP metric data, the processing the second set of SNA data comprises generating the second set of SNAP metric data using the sentiment values for the second set of user interactions;
• and
• processing the first and second sets of SNAP metric data to generate a set of SNAP metrics differential data;
• and wherein
• the first and second sets of SNA data respectively comprise a numeric value corresponding to sentiment, a numeric value corresponding to gravity, a numeric value corresponding to domain influence, a numeric value corresponding to reach and a numeric value corresponding to relevance;
• and,
• the first and second SNAP metrics are respectively generated by processing at least two of the numeric value corresponding to sentiment, the numeric value corresponding to gravity, the numeric value corresponding to domain influence, the numeric value corresponding to reach and the numeric value corresponding to relevance.