SentiSquare | Newsroom | News at SentiSquare: We can tell your NPS just from feedback text

News at SentiSquare: We can tell your NPS just from feedback text_

Published on 7|02|2020 by Lucie Kolářová & David Radosta

Does your company measure NPS (net promoter score)? Then you might be interested in the new feature we just introduced. This is a functionality that NPS calculates for you only from customer feedback.

Our artificial intelligence is already helping companies when companies need to analyze open questions such as: "What should we do to get score 10 from you next time?" Text analytics is needed to analyze such open-ended questions, as it is virtually impossible to analyze these answers manually. The more customers you have, the more urgent this gets.

SentiSquare NPS Feedback Analysis is popular because it provides clear results. Then you know what your customers want, improve the customer experience, design better products and increase sales. You will receive an analysis from us within 3 days, i.e. almost immediately after the customers give you feedback.

New in 2020: we determine the NPS only from texts

We wanted to take the proven feedback analysis product even further. SentiSquare artificial intelligence evaluates so-called sentiment. That is, whether the feedback from your customer is negative, neutral, positive, or mixed. We tested the number of NPS artificial intelligence calculates from the texts delivered from customers, and then compared it with the real NPS. It always calculated it exactly. Really without telling the real number. Pearson's correlation across categories is 0.985, which is almost a perfect match (counts to 1). Now the client does not have to supply us with the NPS number. We will find out only from the texts. So the company doesn't even have to ask customers about it anymore. All the customer has to do is provide open feedback and SentiSquare's artificial intelligence calculates the number by itself.

What can this new feature bring to managers and companies? An even more accurate NPS calculation unaffected by human error and other perceptions of the 0-10 scale. And then satisfied customers. We ourselves are curious about how managers will use the new functions and turn it into a benefit that no one is using yet.

Category Negative Neutral Positive Sentiment NPS
XXXXX 3005 573 1746 33% -24
XXXXX 871 220 3317 75% 46
XXXXX 2450 782 1144 26% -29
XXXXX 3183 297 128 4% -83
XXXXX 1476 828 1205 34% -8
XXXXX 2529 637 239 7% -69

Are you interested in measuring and analyzing customer feedback using artificial intelligence?

You can read more about it in our case study in the field of FMCG:

Or contact and arrange a meeting with our experts to show you how SentiSquare technology will help your company in particular.


SentiSquare is a technology company that deals with customer-generated text analysis. As one of the few companies uses artificial intelligence based on principles of distribution semantics, which provides many competitive advantages, such as language independence. The company was founded in 2014 as a spin-off by team of researchers at the Faculty of Applied Sciences of the University of West Bohemia in Pilsen. SentiSquare currently supplies technology to the contact centers of large companies such as T‍-‍Mobile, E.ON or Albert.

Media contact:
Lucie Kolářová
+420 603 400 124