How to Measure Customer Sentiment | Feefo Masterclass ft. Discount Coffee

Unlock the power of your customer’s voice. In this Feefo Masterclass, we go beyond the standard star rating to explore the science of measuring customer sentiment. Whether you’re a small independent or a global brand, understanding the why behind your feedback is the key to driving long-term loyalty and business growth. What you’ll learn in this session: The Power of NPS: How to run an effective Net Promoter Score programme without causing "feedback fatigue." Real-World Success: Zac Chiswell from Discount Coffee shares how they used sentiment data to justify major operational changes, turning passive customers into brand advocates. The AI Revolution: Charlie Newman (Feefo Data Product Manager) breaks down how AI-powered analysis can pinpoint "silent killers" in your business. From Sentiment to Strategy: A 3-step blueprint to tag, quantify, and prioritise feedback to boost your ROI. Timestamps: 00:00 – Introduction to Customer Sentiment 04:34 – What is NPS and how does it work? 08:51 – Case Study: How Discount Coffee uses sentiment data 21:04 – A new era of AI-powered sentiment analysis 29:30 – Blueprint: From sentiment to strategy 33:20 – Audience Q&A: B2B, AI search, and verified reviews About Feefo: Feefo is the world’s largest provider of verified reviews. We help over 6,500 brands build trust by connecting them with authentic feedback from real customers. Stay Connected: 🌍 Website: https://www.feefo.com 🔗 LinkedIn:   / feefo   #CustomerSentiment #NPS #CustomerExperience #AI #FeefoMasterclass #EcommerceStrategy #BusinessGrowth