Working Papers

Satisfaction Surveys or Online Sentiment: Which Best Predicts Firm Performance?

Evert de Haan

Jan 6, 2020

Compares data from the American Customer Satisfaction Index (ACSI) and eWOM sentiment data as predictors of firm performance, based on more than 8.4 million firm-specific tweets, and 13 financial performance indicators from 46 firms over an eight-year span

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