# The impact of virtual mirroring on customer satisfaction

arXiv: https://arxiv.org/abs/2105.09571 · HTML: https://mlsanity.com/paper/2105.09571/

## Key facts

- Cited by 9 papers in the map (data through 14 Oct 2026).
- Builds on 5 of its 80 references that are in the map.
- First posted on arXiv 20 May 2021.

## Builds on (most cited first, 5 of 5)

- [Using social network analysis to prevent money laundering](https://mlsanity.com/paper/2105.05793/) (2021)
- [Evolution of Conversations in the Age of Email Overload](https://mlsanity.com/paper/1504.00704/) (2015)
- [Measuring Team Creativity Through Longitudinal Social Signals](https://mlsanity.com/paper/1407.0440/) (2014)
- [Personality correlates of key roles in informal advice networks](https://mlsanity.com/paper/2105.07740/) (2021)
- [COINs change leaders - Lessons Learned from a Distributed Course](https://mlsanity.com/paper/1308.1158/) (2013)

## Built on by (most cited first, 9 of 9)

- [Measuring the impact of spammers on e-mail and Twitter networks](https://mlsanity.com/paper/2105.10256/) (2021)
- [Finding top performers through email patterns analysis](https://mlsanity.com/paper/2105.13025/) (2021)
- [Editorial introduction: The power of words and networks](https://mlsanity.com/paper/2105.11263/) (2021)
- [Look inside. Predicting stock prices by analysing an enterprise intranet social network and using word co-occurrence networks](https://mlsanity.com/paper/2105.11780/) (2021)
- [Big data and big values: When companies need to rethink themselves](https://mlsanity.com/paper/2105.12048/) (2021)
- [From words to connections: Word use similarity as an honest signal conducive to employees' digital communication](https://mlsanity.com/paper/2111.06133/) (2021)
- [The language and social behavior of innovators](https://mlsanity.com/paper/2209.09511/) (2022)
- [Put your money where your mouth is: Using deep learning to identify consumer tribes from word usage](https://mlsanity.com/paper/2105.13036/) (2021)
- [Enhancing operations management through smart sensors: measuring and improving well-being, interaction and performance of logistics workers](https://mlsanity.com/paper/2112.08213/) (2021)

## Abstract (arXiv)

We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic analysis, and mirroring them back to the individual. Our goal is to demonstrate that self-reflection can trigger a change in communication behaviors, which lead to increased customer satisfaction. We illustrate and test our approach analyzing e-mails of a large global services company by comparing changes in customer satisfaction associated with team leaders exposed to virtual mirroring (the experimental group). We find an increase in customer satisfaction in the experimental group and a decrease in the control group (team leaders not involved in the virtual mirroring process). With regard to the individual communication indicators, we find that customer satisfaction is higher when employees are more responsive, use a simpler language, are embedded in less centralized communication networks, and show more stable leadership patterns.