We’ve seen artificial intelligence and deep learning technology applied to all sorts of products that have launched over the past year or so. The benefits of AI and enhanced cloud-based computer systems in products has more than proven itself—even if it still has some of us worried about a potential robot uprising. That said, companies not in the consumer tech product space are finding ways to use AI and deep learning to improve their own offerings. And that includes Reputation.com, a cloud-based enterprise reputation management platform, which today released its 2018 Retail Reputation Report.
The report details consumer sentiment about the in-store experiences at different retail brands, and analyzes them over nine key customer experience categories. Reputation.com then applies AI, machine learning, and sentiment analysis to text from more than 4.7 million online consumer reviews on Google and Facebook to help calculate a Reputation Score. This score, which the firm described as a comprehensive index of a company’s digital presence and the in-store customer experience, has been shown to have a direct correlation to the retailer’s store sales performance. According to their data, the firm found that retail chains with high Reputation Scores saw their same store sales increase 2.8 percent this year, whereas chains with lower Reputation Scores saw a 1.1 percent decline in same store sales.
According to Reputation.com, the average retailer Reputation Score in 2018 was 538 on a scale of 1,000.