This study demonstrates how social media monitoring can be used as a tool for assessing customer satisfaction and other consumer sentiments. The researchers chose Spotify, a digital music service, as the focal company given its strong social media presence.
Following a methodology similar to the one employed by Collins, Hasan, and Ukkusuri (2013), the target constructs were assessed by measuring Twitter feeds.
This research was undertaken as the second phase of a three phase brand analysis project.
This study was presented at the 2016 Consumer Satisfaction, Dissatisfaction and Complaining Behavior Conference in the City of New Orleans.
2. Literature
Review
Social Media
• Source of market intelligence.
• User-generated content.
Social Media Monitoring
• Capturing and analyzing information from social media
about characteristics, needs, behaviors and relationships
(Kupper, et al., 2014).
Benefits
• Acquire information on consumer-focused measures
(Heijnen, et al., 2013; Shweidel & Moe, 2014).
Importance
• Monitor performance of the company and competitors
(He, Zha, & Li, 2013).
• Capture employee voice (Miles & Mangold, 2014).
3. Purpose of the Study
Demonstrate how social media monitoring can be used as a tool for
assessing customer satisfaction and other consumer
sentiments.
4. About the Company
Global Reach
Partnerships
• Launched in 2008 in Stockholm, Sweden
• Two service models
• Freemium & Premium
• Available in 58 markets
• Offers social & interactive features
• Collaborators
• e.g. Starbucks
• Competitors
• e.g. Apple Music
13. Highlights
*Fans praising artists
*Artists promoting music
*Music library update
(#NowPlaying)
*Dislike for certain artists
*Absence of certain
artists
*Unfair compensation
complaints by artists
90% 10%
14. Songs, Playlists and Albums
53%47% Not Mentioned
Mentioned
93%
7%
Positive
Negative
15. Highlights
*Users expressing
satisfaction
*Users and artists sharing
personal music
*Music library update
(#NowPlaying)
*Artist/Fans encouraging
streaming
*Absence of certain
songs or albums
*Dislike of suggestions
by Spotify
93% 7%
18. Collaborators
Companies have partnered with Spotify to enhance user experience
• Liam singing a bit of
"Never Enough" on
Spotify's snapchat
pic.twitter.com/bUQn
QOr8U2
Collaborator:
Snapchat
• If you're on spotify,
check out our friend
Jon Foreman 's solo
music! Fresh released
songs this week
including our...
fb.me/HrIp5KcT
Collaborator:
Facebook
• Spotify finally adds
Chromecast support
for iOS and Android
apps - TrustedReviews
bit.ly/1Qopkse
Collaborator:
Chromecast
24. Emerging
Themes
Interactive
Platform
• Leading factor driving
user satisfaction.
Variety of Music
• The absence of
certain popular artists
negatively affects user
experience.
Social Media
• Social media
integration adds great
value to users.
Freemium vs.
Premium
• Freemium users
already enjoy high
levels of satisfaction.
Why choose premium?
Poor
Compensation
• Artist and record label
executives feel their
work is being poorly
compensated.
25. Limitations
• The use of a sample.
• Time constraint: data collection
conducted for 6 days only.
• Only one social media channel
and one tool were used to
collect data.
• Coded by only one individual.
Inference
Sampling
Population
Sample
26. Thank You
• Prepared by
• Valeria Aguerri, MBA
• Pamela Kennett-Hensel, Ph. D.
• Francisco Silva, MBA
• Bellakarina Solorzano, MBA
• This study was presented at the 2016 Consumer
Satisfaction, Dissatisfaction and Complaining
Behavior Conference in the City of New
Orleans.