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VIC IRG - Measuring experience and emotions – in two parts

24th Oct 17

You are invited to the Victorian IRG’s October professional development and networking event, in which the IRG is pleased to present two interesting and engaging industry speakers from the 2017 AMSRS National Conference, who share an interest in survey measurement, but from two totally different perspectives.

PART ONE - Helping to tame the volatility of the NPS
Peter Stuchbery, Nature

The Net Promoter Score (NPS) is a simple measure of customers’ experience that classifies customers as Detractors (scores of 0 to 6 out of 10), Passives (7 or 8 out of 10) or Promoters (9 or 10 out of 10). Since its creation in 2003, it has been adopted by thousands of businesses and other organisations as a Key Performance Indicator.

In this session, our speaker Peter Stuchberry, from Nature will discuss an underlying problem systemic to the NPS measurement, and suggest a method to remove the volatility of the NPS in the metric in ongoing tracking programs. Peter’s talk will focus on improving the way the NPS is used, rather than discuss the efficacy of the metric itself. In doing so, Peter will present an overview of his conference paper in which he argues that it is essential to control for the effect of ‘category non-recommenders’, particularly when NPS is used as a business.

PART TWO – Measuring conscious emotions at scale
Lisa Lewers, Lewers Research

In this presentation, our speaker Lisa Lewers will show how emotions can be quantified at scale based on the natural language of respondents. The approach takes unstructured data and codes it into nine primary and 100 secondary emotions, therefore allowing the integration of emotion into standard quantitative approaches.

Lisa will discuss the successful application of this approach to predict the Australian and US elections and to more effectively understand consumer perceptions of brand health, advertising and associated business outcomes. The case studies presented are meant to ignite interest in emotion analytics as an integral part of data analytics and a much-needed bridge between traditional rational measurement and full non-conscious implicit measurement of emotions.

Event information:

Event Format: Presentation | Seminar | Networking
Date: Tuesday 24th October, 2017
Time: 6:00pm - 8:00pm
Location: Caulfield RSL, 4 St Georges Road, Elsternwick
Event Cost :(inc.GST) $35.00 IRG Members
$45.00 AMSRS Members
$60.00 Non Members
QPMR Points: 7.5
Inclusions: Finger food, with a cash bar to purchase drinks


Start Time:
6:00 PM

Caulfield RSL, 4 St Georges Road, Elsternwick

Non-member Price:
AU $ 60 (Inc. GST)

Member Price:
$25 for IRG $35 for other members (Inc. GST)

Your Price:
AU $ 60.00 (Inc. GST)

Registrations Open:
28th Sep 17 12:00 AM


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