1a13ab60_r__Managing_Director__Datarati__3
[0] 5) Measuring customer satisfaction [1] In addition to customer satisfaction scores,organizations can measure real-time sentiment as customers interact. Sysomos and Backtype have focus areas into this space. [2] Customer experience professionals will have to extend their scope to the social web, using a listening platform and sentiment analysis. Insight platforms like Communispace and Passenger offer online focus groups solutions. [3] 
Brands can now measure impacts of real time satisfaction or frustration during the actual phases of customer interaction. Then identify areas of improvement during customer lifecycle
16 | November | 2009 | Will Scully-Power: Managing Director, Datarati
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