Consumer satisfaction metrics, from spontaneous comments on the Internet.

Postmetria is a platform for monitoring the brand´s Social NPS, products and competitors.

The consumer sastisfaction metrics

Social NPS

After many studies and market experience with Internet research for leading brands, Postmetria decided to innovate, proposing Social NPS.

This new KPI identifies the SPONTANEOUS recommendation REASONS AND INDEXES of your brand. That is, it scientifically establishes a score that identifies a recommendation and the satisfaction level from a comment posted on the Internet. Until now, this could only be reached from the "Definitive Question".

UNDERSTAND SOCIAL NPS BETTER

Our monitoring

Brand monitoring.

  • Set up a study focused on the deep analysis about what people comment about your brand and your products on social networks and other collaboritive sites on the Internet.
  • Absorb information from spontaneous content with a scientific methodology, to support your strategic decision making in creating a winning Value Proposition for your business.
  • Performed diagnosis: Consumption Archetypes, Social NPS, Spontaneous SWOT, and much more!
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Competition Monitoring

  • Use our Competition Matrix and make Top-down and Bottom-Up comparasons of the main attributes that generate satisfaction and dissatisfaction in your clients regarding your company and your competitors.
  • Analyze objective criteria comparing itens related to People, Processes and Products identifying your improvement and maintanence zones, as well as your competitor´s.
  • Performed diagnosis: Competition Matrix, Consumption Archetypes, Social NPS and much more.
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Products monitoring

  • Understand the value perception of your product, from its social media recommendation grade.
  • Evaluate the brands you know the most, and market segments that interest you, which are already organized around a solution in which Internet users comment on and demonstrate their likes and dislikes.
  • Performed diagnosis: Consumption Archetypes, Social NPS, Spontaneous SWOT and much more!
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Main deliveries

Social NPS

NPS - Net Promoter Score - is a KPI that measures the client´s satisfaction, loyalty and recommendation level. It is a metric that traditionally asks: "What is the probability that you will recommend our company to a friend?". The punctuation is based on an answer scale from 0 to 10 and on NPS formula: % of Promoters - % of Detractors.

Social NPS identifies the SPONTANEOUS recommendation REASONS AND INDEXES of your brand. That is, it scientifically establishes a score that identifies the recommendation and satisfaction level from a comment posted on the Internet. Until now, this could only be reached from the "Definitive Question".

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Social NPS Bottom-Up

Bottom-Up analysis is a detailing where SOCIAL NPS evaluates questions at a more operational level than Brand, Product, or Competition. And it shows which Internet comments pointed the most that the company would be in Critical, Improvement, Quality or Excelence Zones in terms of satisfaction. The analysis of those categories is interesting, since it is the information that leads directly to the company´s department structure and since it is monitored and communicated to the employees, it can serve as an engagement element to change process and continuous improvement.

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Consumption Archetype

An important innovation from Postmetria is the identification of the clients´s psycho-marketing profile, through the classification of Consumption Archetypes.

The 12 Archetypes addressed in the Postmetria Method classification, were defined by Margaret Mark and Carol Pearson (2001), in the book "The Hero and the Outlaw - Building Extraordinary Brands Through the Power of Archetypes".

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Spontaneous SWOT

The Postmetria Method generates deeper qualitative and quantitative results that are of practical use to corporate strategy. It is a Spontaneous SWOT, from the analysis of the Internet´s spontaneous content(posts/comments).

It means: Strengths, Weaknesses, Opportunities e Threats (SWOT).

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Mapa de palavras

The Word Map is a deliverable related to the analysis and hierarchization of texts. It considers many information segments contained in our databases, which were collected on each monitoring. It presents a call "Word Clouds" which make it easy to visualize the terms most often used in comments from Internet users. That gives the opportunity to obtain many insights from context!

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PESTAL Analysis

The PESTAL Matrix is a macroenvironment analysis that agregates information about Political, Economical, Context, Social, Technological, Environment and Legal contexts. It has a logic that focus on the company´s improvement of strategical management.

It is an essential tool for the analysis of the company´s market entry, or for the re-analysis of existing company´s positioning. It is based on factors that are external to the company which can influence it directly or indirectly.

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NPS Thinking

After mapping the Satisfaction and Recommentation context of clients, as wells as it is business strategic information, we are ready to start a moment of knowledge execution. We call this market approach to the client´s market NPS Thinking Consultancy. Searching for a methodological appropriation to the Design Thinking process, this consultancy proposes an executive line focused on the solution of problems related to value proposition perceived by the market.

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Postmetria brings a new paradigm for the grade satisfaction analysis of your customers. We transform spontaneous comments into knowledge.

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Awards & Partners

Clients

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You are in an information ocean.

People talk about your brand, competitors and your segment on social media.

But you don´t know where to start in order to filter this information and bring important diagnostics to your business.

So, how will Postmetria help you ?

1 Comments
collection

Posts and comments are collected from a variety of social media, such as Facebook, Twitter and blogs.

2 Comment
analysis

The collected comments are analysed and classified according to socio-demographic, behavioral, interaction and other data on Social Networks.

3 Results

With our analytic intelligence embeded in the platform, analysis are processed and generate relevant market diagnosis for the client.