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Word cloud of responses from customer survey using the question, "What one word best describes this company's products/services?

Development of the Customer Sentiment Index: Introduction

WORDCLOUDSENTIMENTARTICLEINTROIn the next few blog posts, I will introduce a new metric, the Customer Sentiment Index (CSI). Integrated into your customer relationship survey, the CSI assesses the degree to which customers possess a positive or negative attitude about you. The development of the CSI involved the application of different disciplines including psychometrics, sentiment analysis and predictive analytics.

Each weekly blog post will describe a step in the CSI development process. Even though the series of blog posts were designed to complement and build on one another, each post will be able to stand alone with respect to its topic. The upcoming topics include:

  • Measuring customers' attitudes using structured and unstructured data
  • Sentiment analysis and sentiment lexicons
  • Developing sentiment lexicons using an empirically-based and judgment-based approach
  • Reliability, validity and usefulness of the CSI
  • Applications of the CSI: Improving customer experience, mobile surveys

As a whole, these posts will represent my ongoing research and development of the Customer Sentiment Index. If any companies are interested in getting involved in the CSI through sponsorship or partnership, please contact me.

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Trackbacks/Pingbacks

  1. Development Of The Customer Sentiment Index: Reliability, Validity, And Usefulness | Internet Marketing - February 2, 2015

    […] is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1, and Part 2). The CSI measures the degree to which customers hold positive/negative […]

  2. Development of the Customer Sentiment Index: Lexical Differences | Business Over Broadway - January 16, 2015

    […] is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to which customers describe your company/brand with […]

  3. Development of the Customer Sentiment Index: Measuring Customers’ Attitudes | Gary Schollmeier Blog - December 27, 2014

    […] is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which customers possess a positive or negative attitude about you. […]

  4. Development of the Customer Sentiment Index: Measuring Customers' Attitudes | Business Over Broadway - December 22, 2014

    […] is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which customers possess a positive or negative attitude about […]

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