Sentiment Index
“Voice of the Customer” initiative that gathered user sentiment data across multiple interaction points to provide a cross-sectional view of user experience with Bentley products. The program combined input from four sources: executive interviews capturing Net Promoter Scores (NPS) and qualitative feedback; digital surveys offering periodic sentiment trends and open-text analysis; transactional Customer Effort Score (CES) surveys assessing ease of interaction; and G2.com product reviews providing product-level sentiment insights. I implemented the system through a series of workflows to automate survey distribution, data retrieval, and sentiment processing. ...