Paul Writer launches New Age Marketing , 
Video interview series of CXO’s highlighting best practices
Deepali Naair
CMO
Mahindra Holidays & Resort India Ltd.
On tracking customer sentiments.
Customer sentiments are tracked within Club Mahindra by two methodologies. One is the net promoter score methodology that we use which is actively used for every transaction that a customer has with us and the second sentiment with which we manage and tract data is on social media. When the term Club Mahindra is mentioned on any platform it is then captured and categorized into neutral, positive or negative manually. Then the conversation is then further bucketed into which are the areas of origin, weather it is a product, it’s our resort experience, weather it is our tele-calling set up further categorized and weekly reporting is seen, monthly dashboard is seen and active analysis is done to insure that we have greater positive sentiment on social media.
“Customer sentiments are tracked within Club Mahindra by two methodologies. One is the net promoter score methodology that we use which is actively used for every transaction that a customer has with us and the second sentiment with which we manage and tract data is on social media.”
