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Tag Archives | Sentiment analysis

One Word Can Speak Volumes About Your Company Culture

Employee surveys are used to help manage the employee relationship. The questions in the employee survey are used to elicit employee responses that will be used to better understand how to improve that relationship. I crafted a new employee survey question that combines the best of both structured and unstructured measurement approaches. This approach provides both qualitative […]

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In a Word: The Customer Sentiment Index

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The […]

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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: Lexical Differences

This 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 words that reflect positive or negative sentiment. This post covers the development of a judgment-based sentiment lexicon and compares it to empirically-based sentiment lexicons. Last week, I created […]

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Development of the Customer Sentiment Index: Measuring Customers' Attitudes

This 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. This post covers the measurement of customers' attitudes and the development of empirically-derived sentiment lexicons. I was invited to give a talk at the Sentiment […]

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