How to Measure Customer Sentiment | Feefo Masterclass ft. Discount Coffee

Описание: Unlock the power of your customer’s voice. In this Feefo Masterclass, we go beyond the standard star rating to explore the science of measuring customer sentiment. Whether you’re a small independent or a global brand, understanding the why behind your feedback is the key to driving long-term loyalty and business growth.

What you’ll learn in this session:

The Power of NPS: How to run an effective Net Promoter Score programme without causing "feedback fatigue."

Real-World Success: Zac Chiswell from Discount Coffee shares how they used sentiment data to justify major operational changes, turning passive customers into brand advocates.

The AI Revolution: Charlie Newman (Feefo Data Product Manager) breaks down how AI-powered analysis can pinpoint "silent killers" in your business.

From Sentiment to Strategy: A 3-step blueprint to tag, quantify, and prioritise feedback to boost your ROI.

Timestamps:
00:00 – Introduction to Customer Sentiment
04:34 – What is NPS and how does it work?
08:51 – Case Study: How Discount Coffee uses sentiment data
21:04 – A new era of AI-powered sentiment analysis
29:30 – Blueprint: From sentiment to strategy
33:20 – Audience Q&A: B2B, AI search, and verified reviews

About Feefo:
Feefo is the world’s largest provider of verified reviews. We help over 6,500 brands build trust by connecting them with authentic feedback from real customers.

Stay Connected:
🌍 Website: https://www.feefo.com
🔗 LinkedIn:   / feefo  

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