NPS Software Provider zenloop Launches New Sentiment & Impact Analysis Features

May 26th at 1:22pm by Thaïs Kaiser

With their new sentiment and impact analysis, the customer retention and NPS® platform zenloop launches features that provide additional insight into the customer experience.

Sentiment analysis now makes it possible to identify opinions, pain points and customer moods in a more discerning and faster way. The Impact Analysis shows which topics have the greatest impact on the Net Promoter Score.

Get Even More Insights into the Customer Experience with Our New Sentiment Analysis

In addition to the Net Promoter Score (NPS), which is a key measure for measuring customer loyalty and retention, our Customer Retention Platform also analyzes qualitative feedback in the form of customer comments. This can be used to discover the reasons behind the NPS score..

With the help of smart labels, users can see at a glance which topics are being addressed by customers. These smart labels are displayed in a blue frame below the customer comment. Previously, evaluations were purely neutral and did not include any emotional analysis. This now changes with our sentiment analysis.

Before:

Analysis with neutral smart labels

The new features generate a mood picture of customer comments and smart labels, indicating whether a topic commented on is viewed positively or negatively. To visually underline this, the smart labels are colour-coded according to mood: For positive comments, we use green labels, for negative, red ones. Neutral feedback is displayed in grey.

After:

Sentiment analysis with coloured lables

Sentiment analysis with coloured lables

Detailed Insights through Improved Sentiment Analysis

Customer feedback is now analyzed in a much more discerning way and independently of the actual score awarded. The above example clearly shows how promoters can have a negative opinion on a topic – in this case pricing – and still give a very good rating. Conversely, detractors can also find part of the customer journey positive, but give a bad score.

This granular evaluation of open text feedback makes it possible to view customer thematic settings in a more differentiated way. Pain Points in the Customer Journey can now be even more specifically identified, before becoming reasons for emigration.

In summary, the advantages are as follows:

  • Customer mood is recognized in real time. Topics can be viewed in a differentiated way and evaluated independently of the NPS.
  • Smart labels and topics can be filtered by "positive", "neutral" and "negative" based on the rated sentiment.
  • Pain Points along the Customer Journey are specifically identified. Users can react faster and prevent their customers from leaving with our retention management platform zenloop.
  • Service areas that cause customer dissatisfaction can be improved before they become a reason for emigration.

Identifying Relevant Labels and NPS Levers through Impact Analysis

We graphically display the results of the NPS queries in our software’s analytics section. This shows clearly the respective percentage of detractors, passives and promoters. A bar chart also reveals which topics are most frequently addressed in the different assessment groups.

This is where Impact Analysis starts and shows which of the above-mentioned topics have the strongest influence on NPS. In this way, it is possible to see how many points one's own NPS decreases or increases if certain topics are excluded from the rating.

Graphical representation of impact analysis

More information about the operation of our software can be found on our support page. Numerous user manuals are also available, which give greater insight into the application of our zenloop customer retention platform.


Thaïs Kaiser

Junior Content Marketing Manager