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Measuring consumer feedback in a data-rich world

Measuring consumer feedback in a data-rich world

Increasingly consumer-facing activities have a trail of feedback data publicly available. These can be analyzed to benchmark, understand points of improvement, etc.


Below is an illustrative example in the healthcare/ hospitals area. Medical specialties can be assessed on the basis of consumer engagement (comments) and analysis of the feedback to obtain indicative Net Promoter Scores (NPS).