Best Practice Guide: How to Measure Customer Sentiment
Turn sentiment into insight, loyalty and conversions
Our best-practice guide shows you how to move beyond surface-level scores to understand why customers feel the way they do, uncover hidden trends in your feedback, and turn sentiment into clear, prioritised actions that improve experience, retention, and revenue.
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What you'll learn
In this guide, you’ll learn how to:
- Move beyond star ratings to uncover the sentiment signals that predict churn, loyalty, and growth
- Use the right metrics (NPS, CSAT and CES) to build a complete, evidence-based view of customer experience
- Use AI-powered tagging and analysis to turn thousands of comments into prioritised, actionable insights
- Shift from collecting reviews to using verified feedback to drive measurable operational and commercial improvement
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How to showcase feedback that builds trust and drives conversions
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Where to place reviews for maximum impact across the customer journey
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Proven strategies to make review widgets accessible, compliant, and effective
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How to extend social proof beyond your website to boost engagement everywhere
Why download this guide?
Whether you’re refining your approach or starting from scratch, this guide will help you:
- Understand what sits behind your scores by analysing customer sentiment, not just star ratings
- Use NPS, CSAT and CES together to measure loyalty, satisfaction, and effort across the customer journey
- Apply AI-powered tagging and analysis to identify patterns and prioritise what to fix first
- Spot early warning signs of churn and operational issues before they escalate
- Turn customer feedback into clear, evidence-based actions that improve experience and retention
Who is this for?
This guide — created alongside our Masterclass — is for marketing, e-commerce, customer experience, and operations leaders who want to move beyond collecting reviews and start understanding what their feedback is really telling them.
If you’re looking to measure customer sentiment, identify the drivers behind your scores, and turn insight into clear actions that improve experience, retention, and performance, this guide is for you.