CHESHAM, England & LONDON--(BUSINESS WIRE)--TelecomsMarketResearch.com, the world's largest dedicated source of telco data, and DeltaRail, a leading global provider of signalling control software, have announced the launch of the UK MNO Monitor, which tracks and analyses real time twitter sentiment for mobile network users in the UK.
Mobile phone operators have taken to social media, both as a tool to communicate with their customers but also as an important revenue generator in its own right. It is a valuable source of information for mobile network users, and also provides a vital database of subscribers who want to engage with their service provider.
DeltaRail have pioneered a sophisticated tool to analyse the twitter traffic of service providers. The system analyses the content of the tweets in the 'word cloud', so that when there is a service outage or customer service issue it tracks the increasing proportion of negative sentiment. The analysis also looks at a range of service issues that drive customer satisfaction.
The system is tuned to distinguish between 'Thank you very much' (positive) and 'Thanks a bunch' (negative). DeltaRail have found that the volume of negative sentiment starts to grow as soon as users are inconvenienced.
It might be thought that a problem with the mobile network would - by definition - stop users tweeting their disquiet as the means for them to complain is not available. However, the ability to log into a Twitter account in the office or at home using a fixed network gives users an effective 'voice' even in times of individual network distress.
The tool is hosted at http://www.telecomsmarketresearch.com/MNO_Monitor/UK_TeleComs.html.
DeltaRail is one of the UK’s leading providers of software and technology – primarily to the rail industry. It provides traffic management and signalling control technologies which are widely used on Britain’s rail networks. DeltaRail’s innovation team, based in London, looks at the customer experience of using the railway and is pioneering services based on Social Media to create real time feedback on service delivery. The company has its headquarters in the UK, with offices in Derby (head office) and London.
TelecomsMarketResearch.com has been servicing the market research needs of network providers and vendors in the telecommunications sector with ‘off-the-shelf’ reports, studies and newsletters since 1988. It is based in Chesham, UK.