Marketing, customer service, and product development are often difficult to interpret without quantitative methods. To clearly understand a customer’s sentiment, there are many different data sources available to help understand their feedback. This blog post will explore how sentiment analysis can achieve business goals. It will talk about additional data to collect for sentiment analysis.
Surveys are a fantastic source of data for sentiment analysis. They can be done online, via email or post, or even offline by speaking with customers at your business’s location. In terms of how to analyze the data, all you need to do is extract the text and present it in a table. Of course, there are some design tips, but that is beyond the scope of this blog post.
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Surveys should be conducted often enough to where you can have an average score based on multiple scores from various customers. For example, if you surveyed five customers and gave you a 5/5 score, that’s not very useful. However, if 50 customers responded and gave you a 4/5 score, that tells you that there is a problem with your product or service.
Customer reviews are a good, short option for sentiment analysis. Register for a free account on Yelp, Google+ Local, or Facebook, and you can gain access to customer reviews. You will have to do some design work yourself to analyze the data. Since it’s possible that the reviewers write comments in anger and then come back to update their score later on (or vice versa), averaging the star rating or taking an average score of the comments is an excellent way to mitigate this.
Customer Service Resumes
All you need to do is find employees who have left your company in the last few months (or years). Go through their resume and look at the topics they listed in their application interview. When you give them feedback, write down what you like about them and explain why you give them good feedback and your rating. You don’t need to provide them with a perfect score. It’s about giving realistic feedback.
Social Media Comments
Most social media sites have a “voice” function that lets you know when others respond to your post. If you have a Facebook page, you can do this in Facebook messages by going into “Voice & Video” and clicking on “Read First.” If you post something on Twitter, go into your tweet report and click on the blue “Read First” button. Also, if someone responds to something on your Twitter feed or Facebook page, write down how they responded to each post or comment. For example, if someone responded to your company’s Facebook post with a “Like,” that means they liked the post. You can then write down how honest and angry that person was in their response. When you have time, go back and analyze the data.
This is a good source of data because the sentiment in social media can be quite different from other forms of customer feedback. This can be a better way to determine someone’s personality, too. For example, if one customer loves your product, but another hates it and leaves comments on social media about how much they hate you, that’s a good indicator that the first customer is more passionate about the product and your business than the second one.
Online forums are another way to collect customer feedback for sentiment analysis. Go onto the forum, register for an account, and write down all the comments. This can be a good source of unbiased data since people will not flag up a post if they don’t like it. Also, some forums let you submit a comment if you only want to leave one.
When you combine all of these data sources and the lessons learned from your own business, it is possible to build an effective model that will allow you to understand customer feedback and how they feel about your products and services. This is a significant step in getting your business to grow and finding out how to improve it.