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Can Social Media Measure Customer Satisfaction?

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"Can Social Media Measure Customer Satisfaction?"

In theory, online sentiment expressed in social media should correlate with established customer satisfaction metrics.

In this white paper, NetBase presents analysis that shows a high correlation between their Net Sentiment Score and published scores from the American Consumer Satisfaction Index (ACSI). They also share industry benchmarking data for online sentiment scores and examine how social media can measure three distinct facets of customer experience.

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