NPS / customer satisfaction

Emerton supports its clients in assessing and rating company/brand strength, or benchmark their competitors’, by leveraging analytics that rigorously benchmark today’s performance and also guide future strategic direction.

We collect or help generate and analyze a wide range of metrics on customer satisfaction, behavior and brand engagement, for example NPS (Net Promoter Score), in-store trips, share of wallet, brand personality/affinity…, from various sources to support strategic actions. We tailor the analytical approach and surveys based on the specific issues and opportunities faced by the company/brand.

In collaboration with Emerton Data, we apply data science techniques, e.g., NLP (Natural Language Processing) with topic modelling and sentiment analysis, to derive valuable and actionable insights from satisfaction survey and online customer reviews and feedback/social listening.