Method and apparatus to calculate real-time customer satisfaction and loyalty metric using social media analytics

US9542712B2 · kind B2 · utility

Assignee

• Dell Products L.P. · US

Inventors

• Munish Gupta · Frontenac, US
• Shree Dandekar · Cedar Park, US
• Dongxia Chen · Round Rock, US
• Keisha Daruvalla · Austin, US
• Brian Melinat · Austin, US
• Guhan Palaniandavan · Jaisalmer, IN

Key dates

• Filing date: Mar 21, 2014
• Grant date: Jan 10, 2017
• Expiry date: Dec 3, 2034

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0242
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method and system are disclosed for providing a near-real-time measurement of sentiment and advocacy associated with user interactions within a social media environment. A first and second set of social media data, respectively associated with a first and second set of social media interactions, are processed to generate a first and second set of social network advocacy (SNA) data in near-real-time. The resulting first and second sets of SNA data are then processed to generate a first and second set of SNA Pulse (SNAP) metric data, which respectively indicate a near-real-time measurement of sentiment and advocacy for a given aspect of an organization. The first and second sets of SNAP metric data are then processed to generate a set of SNAP metrics differential data, which indicates a corresponding improvement or decline in sentiment or advocacy.