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Method and Apparatus to Calculate Real-Time Customer Satisfaction and Loyalty Metric Using Social Media Analytics

  • US 20140207562A1
  • Filed: 03/21/2014
  • Published: 07/24/2014
  • Est. Priority Date: 02/15/2011
  • Status: Active Grant
First Claim
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1. A computer-implementable method for providing a near-real-time measurement of sentiment and advocacy within a social media environment, comprising:

  • processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment; and

    processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data.

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