by: Mark Rogers
A client, reviewing some of the sentiment scores on the net approval work we have been doing for them recently asked: “why are these people so negative? We don’t get these scores from our off-line net promoters work.”
The client was identifying a pattern we see quite regularly. Online commentary is more negative than off-line. Why? There is no systematic answer to this question, but if you were to attempt an answer you would divide it into three sections: