A corporate benchmark
When you listen to your customer strategically, you can critique your own company as to whether it is well run in the eyes of the customer or whether it is poorly run.
This analysis is done by looking at a sentiment analysis chart and looking at the ratio of positive comments versus negative comments. In a well-run company, the positive comments will outweigh the negative comments. In a poorly run company, the negative comments will outweigh the positive comments. Fig 11.2 shows such a comparison.
The high level overview of the ratio of positive versus negative comments is a good high level measurement of how the company is thought of by its customers.
