Method and Apparatus to Calculate Real-Time Customer Satisfaction and Loyalty Metric Using Social Media Analytics

摘要

A method and system are disclosed for providing a near-real-time measurement of sentiment and advocacy associated with user interactions within a social media environment. A first and second set of social media data, respectively associated with a first and second set of social media interactions, are processed to generate a first and second set of social network advocacy (SNA) data in near-real-time. The resulting first and second sets of SNA data are then processed to generate a first and second set of SNA Pulse (SNAP) metric data, which respectively indicate a near-real-time measurement of sentiment and advocacy for a given aspect of an organization. The first and second sets of SNAP metric data are then processed to generate a set of SNAP metrics differential data, which indicates a corresponding improvement or decline in sentiment or advocacy.

主权项

1. A computer-implementable method for providing a near-real-time measurement of sentiment and advocacy 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; and processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data.