Analyzing customer feedback using machine learning Google Cloud Big Data and Machine Learning Blog Google Cloud Platform

This guest post explains how Wootric's platform uses Google Cloud Natural Language API to complement its own machine learning for saving infrastructure and engineering costs. Wootric is a customer feedback management platform that allows businesses to gauge and quantify customer loyalty through proven feedback metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES). For example, here's an NPS survey that we present in-app (we also support mobile, email and SMS) that usually takes a user less than 30 seconds to complete. As you can see, the question above is very specific and objective. Applying simple arithmetic on this score from your customer base gives you your Net Promoter Score, and allows you to sort your customers into sets of {Promoters, Passives and Detractors}.