Emojis are the 🔑 to consumer satisfaction

output_xs6fh8Who doesn’t love an emoji? They’re an amusing and accurate form of expression, they are quicker than typing text and are less likely to be misinterpreted. Emojis have become a universal digital language, with now over 6 billion being transmitted by mobile each day.

To many, emojis are just an emotive symbol- but what if, for digital marketers they may be a key to unlocking direct insights in how their consumers are feelings and can assist in measuring satisfaction levels.

Emojis contain sentiment and their meaning is explicit. For example; if a consumer uses a 😄 emoji, this has an unambiguous meaning- it clearly equates to satisfaction and a 😡 emoji would indicate that your customer is dissatisfied in some way- Hence, emojis could be beneficial for sentiment analysis.

If you think about it, Emojis may function similarly to a CSat (Customer Satisfaction Score).

Twitter teamed up with Sprout to create an emoji CSat to quantify customer care efforts. 

The emoji can indicate the tone of a consumer’s message and add clarity to their opinion, whereas typed text can often be incorrectly comprehended. Thus, by monitoring the emojis consumers utilise, particularly on digital media platforms, this offers digital marketers data into how consumers respond to content, offerings, customer service and more.

With over 92% of online users employing emojis to express themselves and 70% of those users stating that emojis assist them to express their feelings more effectively- it would be a missed opportunity if digital marketers did not consider recording the emojis consumers display when engaging with their organisation.

How regularly do you use emojis, why? Do you find them more effective in conveying your emotions than written text? Do you consider emojis a beneficial way for digital marketers to understand their customers satisfaction? 

Please ✍️ your comments below.


4 thoughts on “Emojis are the 🔑 to consumer satisfaction”

  1. Ahh emojis. What would 21st century digital media be without them? I’m a huge emoji fan because they allow me to pick out an accurate visual representation of my emotions for more effective communication. They’re also fun to use and liven up messages, blogs and captions. I find when I see emojis used on platforms such as instagram, they make it more likely for me to see and be interested in the caption, as they’re both eye catching and break up walls of text.
    When others use the same emojis I do, it makes them more relatable somehow, using something I’m familiar with. Definitely agree that they could be used for gaging customer satisfaction. So much more fun than a simple numerical rating system! Great post!

    Liked by 1 person

  2. Hi there! I am 100% with you. Emojis are so potent in their symbolic meaning that they can also replace words (as observable in my blog post). And who doesn’t love an emoji that saves us from our online message being interpreted as sarcastic (it has happened to us all). Yes definitely, emojis do make people more relatable! I’m glad you agree that emojis could potentially function as an valuable way for digital marketers to interpret customer satisfaction for different points of their journey. Thank you for the comment 😄


  3. Great post, personally I absolute love using emojis, as they’re a perfect way of expressing emotions. They may be useful to engage with the younger audience, however as people interpret emojis differently they may not be very efficient for businesses as there is no set interpretation and could be quite risky.

    Liked by 1 person

    1. Hi there! Thank you for your comment. You raise an interesting point, that is true, there can be subjectivity in emojis, but it is the same for text based messages. I think emojis contain strong sentiment and when used in conjunction with text, they can provide marketers with more certainty about the accurate meaning of a typed message and how an individual is truly feeling. I wouldn’t rely purely on emojis but they can function to support and decode the emotion contained in a message.


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