What's behind those 1-star reviews?

Sentiment analysis, or opinion mining, is a text analysis technique that uses natural language processing to automatically identify and extract opinions from unstructured data from text-based sources, such as reviews or feedback. Powered by Artificial Intelligence and Machine Learning, sentiment analysis is a powerful tool that can help you get inside your customers’ heads and find out what they like, dislike, and why.

How it works

SUBJECTS/KEYWORDS: Discover the things people talk about, in relation to your brand with data from reviews, feedback, customer support conversations and audits.

OPINIONS: Dig deeper into a particular subject to see what opinions your customers have and whether these are positive or negative.

COMMENTS: Explore related comments and feedback to understand the context.

TRENDS & PATTERNS: See how your customers' opinions change over time as you run different promotions or make changes in the business.

Benefits

Deeper connection with customers

One of the top benefits of Sentiment Analysis is that it provides businesses with enhanced insight into customer behaviour. You can understand how your guests feel at any moment and put the results into context – what made them excited, disappointed, or indifferent? Did you do something wrong? Or, even better, perhaps you've done a great job on a recent improvement to the business and people can’t get enough of it!

Improved offering

By keeping an ear out for what people are saying about your menu and service, you can find out what makes them unhappy, and implement improvements that change this attitude. Sentiment analysis is especially useful when you are launching a new menu and still don’t have enough feedback from your customers.

Reputation monitoring

A company’s reputation is easily one of the most important assets in its success. It's increasingly common for customers to research venues before choosing to visit them, and if what they find out is not convincing enough, they may skip to the next one in line. This knowledge can help you better position your brand in the marketplace, improve your image, and build a strong digital presence.

WHAT YOU CAN DO WITH SENTIMENT ANALYSIS:

ANALYSE UNSTRUCTURED TEXT

Sentiment analysis processes text from feedback and/or reviews; finds subjects, and opinions relating to those subjects, and determines whether they're positive, negative or neutral.

MONITOR REPUTATION

Monitor your reputation with a new metric - Net Sentiment Score. It works similarly to NPS (promoters - detractors), but where NPS is an indication of loyalty, NSS gives you insight into your brand's reputation.

TRACK THE IMPACT OF CHANGE

If something changes within the business, for example a supplier, you can keep an eye on how your customers perceive the difference.

UNDERSTAND YOUR CUSTOMERS

You can drill down into what matters most to your customers, what they think about particular subjects, and find all the individual comments from reviews and/or customer feedback relating to those opinions.

KEEP FINGER ON THE PULSE

Identify trends and patterns with an easy-to-use visual representation of what customers are saying about your brand. You can also see how opinions change in time.

MEASURE CAMPAIGN SUCCESS

When you've run an event or a promotion, you can easily pick up what your customers were saying about it.

Sentiment Analysis