frequently Asked Questions

Help and Support – FAQs

Net Brand Score

Net Brand Score measures the digital customer perception index of the brand. The score can range between -100 to 100. The scale values directly corresponds to the scale of Net Promoter Score which is used to measure the customer’s loyalty.

The score for individual mention is calculated first, on a scale of 1

to 10 to rate the brand sentiment. Using our artificial learning algorithms, sentiment is calculated for each mention. Based on the harshness or the happiness of the tone of voice, sentiment is given a value from -1 to 1. -1 being the harshest tone to 0 being the neutral tone and 1 being the happiest tone of voice.

The score is then normalized on the scale of 1 to 10 to match the NPS question scale. ( On a scale of 1 to 10, how likely are you to recommend the product/services to your friends and family)

  • A score between 7 to 8 is called “Passive” and marks the perception as neutral ie. neither positive or negative.
  • A mention with a score between 1 to 6 is called as “Detractor” and marks the perception as negative. 
  • A score between 9 to 10 is called “Promoter” and marks the perception as positive. 
Formula For NBS
Net Brand Score = %age of Promoters – %age of Detractors

The Net Brand Score ranges from -100 to 100

There are industry-specific benchmarks to understand what is a good NBS score or what is not? On a generic level, anything above 0 is considered good because it clearly shows more positive mentions than negative. The better NBS gives a much higher ROI with lesser spends.

Brands can find substantial insights by monitoring NBS on a monthly basis and comparing it with competitors and industry benchmarks. You can use feedback analyzer of Rank Me Online to find which topics hurt the detractors the most about the brand and which aspects make promoters more loyal towards the brand. You can also gain actionable insights on how to convert detractors into promoters. 

Influence Score

Influence score measures the virality of the mentions. This score is out of 10 and gives a way to understand how viral it can go. Even if the author of the mention is not very influential, this score will still work.

It uses alexa rank of the website to understand how popular is the website. It segregates phishing websites and personal blogs from articles that public reads – like news websites – Entreprenuer.com, economictimes.com, are seen by many people but blogs like purposescrossed.wordpress.com are seen by only a few.

The score is directly based on the engagement of the post ( likes + shares + comments + video views etc) and finds a number irrespective of who the author is. It is clearly helpful in understanding which post can get viral even though it may not be generated by an influential person.

It calculates the influence of the person based on true engagement the person gets. While people can buy likes and followers, the number of likes and followers do not represent a true understanding of a person’s social influence. The algorithm takes comments and shares as the true metric for engagement. It also takes into account the influence of the community of the influencer. If more influential people are liking and commenting on the person’s post, then the authenticity of the person is more and hence the influence.

Reach Score

It measures the total audience count that the mention has the potential to reach.

Same as the way “influence score” is calculated. It is basically based on the influence score of the platform.

It is a measure of the author’s followers count to understand how many people this post can reach.

Influencers

Influencers are experts in their own field who have a niche following and are capable of driving opinion by influencing their followers.

Celebrities ( Accounts with more than 100K followers)

These profiles are visited by all types of audience alike and can be used for more visibility. They work majorly for paid collaborations and respond to various industries. Brands use them to gain more visibility and reach mass audience quickly.

 
Macro Influencers (Accounts with followers between 10K to 100K)

These profiles have high following and have established a niche for themselves. They are selective and work for barter or paid collaborations. They have a niche following and work well for brands who are looking to gain engagement and conversions through paid collaborations.

 
Micro-Influencers (Accounts with followers between 1K to 10K)

These profiles are of budding influencers who have a good engaged audience. They perform better with brand associations and are pocket friendly.

Social Profiles ( Accounts with less than 1000 followers)

These are normal social profiles which do not have much influence. People with less than 1000 following when connect with a brand, they do it either for putting a review or a complaint or they are just too happy with the product/services of the brand. 

Miscellaneous

Audience Analysis helps brands segment different target audience and target them in a more focused manner.

Brand can regularly monitor how their customers are feeling about them to leverage their strengths and to work on their areas of improvement.

Media monitoring helps brands keep track of conversations happening around their brand on various online media platforms.

Campaign Analysis helps brands gauge RoI generated through each campaign.