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May 9, 2018

Connecting Social Media Mentions to Business Results

net sentiment scoreSocial listening tools are designed to help brands understand what their customers are saying about them online. In today’s digital era, many consumers turn to social media and review sites to comment on their experiences with brands, especially restaurants. Guest Intelligence (formerly Guest Intelligence (formerly White Box Social Intelligence))™ is a guest satisfaction performance tool designed specifically for restaurant companies to help them understand what their guests are saying about their food, service, ambiance and more, as well as how it impacts their operational performance.

Many brands currently use Net Promoter Scores to measure guest satisfaction and online feedback. Now, White Box has released its newest feature to take this measurement to the next level. Net Sentiment Score is a brand new, comprehensive metric that analyzes guest satisfaction through both social and survey data.

What is Net Sentiment Score?

Net Sentiment Score is calculated by subtracting the percentage of negative online mentions from the percentage of positive online mentions for a brand. These mentions are pulled from major social media sites such as Facebook, Twitter and Instagram and also include feedback gathered from online surveys.

While this information is useful by itself, Black Box Intelligence (formerly TDn2K) research has also shown that Net Sentiment Score has a very strong correlation to comp sales growth and turnover rates for restaurant brands.

Check out the video below for more details on how Net Sentiment Score is calculated and why it is an indispensable tool for your restaurant brand.


All members of Guest Intelligence (formerly Guest Intelligence (formerly White Box Social Intelligence)) now have the flexibility to view their brand’s Net Sentiment Score in the online White Box dashboard as well as the PDF reporting. Additionally, Net Sentiment Score will also be available in the new Black Box Intelligence (formerly TDn2K) Scorecard.

Ready to see your Net Sentiment Score?

Become a Black Box Intelligence (formerly TDn2K) member today and see how your brand stacks up against your competition.

For more information about Net Sentiment Score and Guest Intelligence (formerly Guest Intelligence (formerly White Box Social Intelligence)), send us a message at

Free Webinar, July 17th: Q3 State of the Industry Webinar

As we near the midpoint of 2019, tune into this webinar to hear the current state of restaurant industry financial trends, labor challenges and consumer behavior. We’ll tackle all the data and insights you’ll need to know to finish the year strong.

What will be covered?

  • Deep dive on the consumer share of wallet
  • Best vs. the Rest
  • State of the restaurant industry
  • Exclusive insights covering best-in-class performance
  • And more!

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Introducing our new brand! Black Box Intelligence is now GuestXM. Learn More