Glossary of Terms
The purpose of this page is to define following terms as they are used in SocialNuggets site.
- Net Perception Score
- Share of Voice
- SocialNuggets Index
Net Perception Score
Our algorithms categorize every post as Positive, Negative, Neutral or Mixed. We also assign a score to how much more positive a particular post is but for the purpose of this research, we categorize them only in these broad categories. Then we ignore the Neutral or Mixed sentiments and count the number of positive and negative for a particular brand, feature, phone model.
Net Perception Score (NPS) = (Positive – Negative)*100/(Positive + Negative)
A positive net perception score is achieved when positive sentiments exceed negative sentiments. A negative net perception score is achieved when negative sentiments exceed positive sentiments. Net Perception Score is usually expressed as a percentage and so is always less than 100%. An NPS of 10% may be good if the overall market is at an NPS of 5% but it may be really bad if the overall market NPS is 50%.
Share of Voice (SOV)
Unlike Net Perception Score, the Share of Voice parameter doesn’t measure sentiments but only focuses on mentions. If there are total of 1M posts (after removing spam) for Android phones and a brand X has 100,000 of the total posts then it will have a share of voice of 10% amongst all Android phones. We have since revised calculation of SOV to only include sources that are common to all type of phones and are not just focused on one type of phone.
SocialNuggets Index
SocialNuggets index combines the notion of Net Perception Score and Share of Voice to create one comprehensive index which provides a better way to compare different products/brands.
The Net Perception Score is a good measure of the overall sentiments but doesn’t take account of the share of voice. A particular brand X may have insignificant share of voice but whatever little they may have may be very positive thereby leading to a large NPS score. On the other hand, another brand Y may have very large share of voice but moderately positive NPS score. In order to add the notion of Share of Voice to Net Perception Score, we came up with Social Nuggets Index. Also, we added the notion of comparison to the overall market.
SocialNuggets Index = (Net Perception Score * Share of Voice) *100
Total Voice % is always 100
So if a brand X has NPS of 50% and SOV of 20% ,
SocialNuggets Index for brand X = (.50*.20) = 10%