NetBase Launches Voice of the Customer Analytics

NetBase, a provider of social analytics, today released its a Voice of the Customer module for its comprehensive, cross-channel Customer Experience Analytics solution.

The new solution combines voice of the customer (VoC) with social analytics to give companies actionable business insight from customer feedback regardless of when it occurs. It provides standardized analyses for customer feedback, including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, and trending and geo location.

"CMOs and brands are increasingly competing on the customer experience, and broad customer experience analytics can be used to inform and improve every aspect of a business," said Paige Leidig, chief marketing officer at NetBase, in a statement. "For too long, brands have kept the data siloed due to the cost and complexity of implementing a solution. NetBase has eliminated this concern and delivers a solution that adds social listening insight to surface what surveys miss, to confirm the priority and magnitude of feedback, and to add competitive intelligence."

The new Voice of the Customer offering is an extension of NetBase's social listening and analytics capabilities that leverage the company's natural language processing with unstructured text, enhanced with hard data metrics and tools for business analysis and reporting. It provides businesses a single, integrated platform for processing and analyzing customer feedback from multiple data sources, including social networks, online communities, call center recordings, surveys, email, reviews and ratings, internal systems, and digital media.

"NetBase's Voice of the Customer module has helped us better understand our guests' experience at each individual location," said Ryan Heck, senior manager of marketing and analytics for Texas Roadhouse, in a statement. "The tool's ability to analyze large amounts of guest feedback and present it in easy-to-understand dashboards has helped us identify strengths and opportunities at both the local and brand level."

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