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Article

Multiclass Confusion Matrix Reduction Method and Its Application on Net Promoter Score Classification Problem

School of Rural and Surveying Engineering, National Technical University of Athens, 9th, Heroon Polytechniou Str., 15773 Athens, Greece
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Academic Editor: Fillia Makedon
Technologies 2021, 9(4), 81; https://doi.org/10.3390/technologies9040081
Received: 29 August 2021 / Revised: 13 October 2021 / Accepted: 21 October 2021 / Published: 2 November 2021
(This article belongs to the Collection Selected Papers from the PETRA Conference Series)
The current paper presents a novel method for reducing a multiclass confusion matrix into a 2×2 version enabling the exploitation of the relevant performance metrics and methods such as the receiver operating characteristic and area under the curve for the assessment of different classification algorithms. The reduction method is based on class grouping and leads to a special type of matrix called the reduced confusion matrix. The developed method is then exploited for the assessment of state of the art machine learning algorithms applied on the net promoter score classification problem in the field of customer experience analytics indicating the value of the proposed method in real world classification problems. View Full-Text
Keywords: multiclass confusion matrix; receiver operating characteristic; net promoter score; customer satisfaction score multiclass confusion matrix; receiver operating characteristic; net promoter score; customer satisfaction score
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MDPI and ACS Style

Markoulidakis, I.; Rallis, I.; Georgoulas, I.; Kopsiaftis, G.; Doulamis, A.; Doulamis, N. Multiclass Confusion Matrix Reduction Method and Its Application on Net Promoter Score Classification Problem. Technologies 2021, 9, 81. https://doi.org/10.3390/technologies9040081

AMA Style

Markoulidakis I, Rallis I, Georgoulas I, Kopsiaftis G, Doulamis A, Doulamis N. Multiclass Confusion Matrix Reduction Method and Its Application on Net Promoter Score Classification Problem. Technologies. 2021; 9(4):81. https://doi.org/10.3390/technologies9040081

Chicago/Turabian Style

Markoulidakis, Ioannis, Ioannis Rallis, Ioannis Georgoulas, George Kopsiaftis, Anastasios Doulamis, and Nikolaos Doulamis. 2021. "Multiclass Confusion Matrix Reduction Method and Its Application on Net Promoter Score Classification Problem" Technologies 9, no. 4: 81. https://doi.org/10.3390/technologies9040081

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