NPS Alternative: What Is CEI? Understanding the Emotions Behind Customer Feedback
The difference between Net Promoter Score and the Cavefish Emotional Index (CEI): why two customers with the same NPS can need very different responses, and how CEI reads the feedback itself.
What the video covers (1 minute 47 seconds)
NPS measures how likely customers are to recommend you. The Cavefish Emotional Index (CEI) reads the words in their feedback to show the emotion behind the score and what to address first.
Two customers can give the same NPS for very different reasons. One may be angry but still engaged; another may have stopped expecting things to improve.
EchoDepth reads survey comments, reviews, complaints and call transcripts. CEI combines five readings - advocacy, goodwill, engagement, drive and assurance - on a 0 to 100 scale, and works alongside NPS rather than replacing it.