In a world where customer opinions shape the reputation and success of businesses, understanding your clientele's feelings is essential.
'Advanced Insights' Sentiment Analysis allows you to decode the emotions and opinions expressed in customer reviews, whether they are positive, neutral, or negative. By leveraging this feature, you can identify the strengths of your offering, detect areas for improvement, and tailor your strategies to precisely meet the expectations of your target market.
You can refine the analysis of your customer reviews using customized filters. 🎯
How to Leverage It?
First, access the Advanced Insights hub:
And in the first tab, “Sentiment Analysis”:
You will find three available filters:
Tag : Filter by specific themes or categories. 🏷️
Establishment Name : Focus the analysis on one or more points of sale. 🏪
Period : Analyze data for a specific timeframe. 📅
After configuring the desired filters, click "Validate" to apply the settings and update the charts in real time. 🔄
Tip: Try applying different filters to observe the immediate impact on your data and gain precise insights.
Once you have completed the filtering, let’s explore each section to fully understand your customers' opinions.
1. Sentiments by Keywords
Identify recurring themes in customer reviews and their associated tone (positive, neutral, negative). 🗝️
Upcoming Feature: A future update will integrate AI-based suggestions to react effectively to customer sentiment. 🤖
Tip: Explore keywords associated with your reviews to discover the most appreciated aspects or those needing improvement.
2. Customer Sentiment
Analyze the overall perception of your customers based on key themes:
Themes : Customer service, Cleanliness, Product availability, Product quality, Organization. 🛒
Sentiment Categories : Detractors, Neutrals, Promoters. 📊
Tip: Check the charts to identify and target areas that require optimization.
3. Emotions Felt by Your Customers
Go beyond general sentiments by analyzing specific emotions expressed by your customers, such as joy, trust, anger, or sadness.
Evaluated Themes : Cleanliness, Product quality, Customer service, Organization, Product availability. 🧼
Tip: Use this view to understand dominant emotions related to specific aspects of the customer experience and adapt your actions accordingly.
4. Graphical Visualization
Compare the proportions of positive, neutral, and negative reviews across different platforms. 📈
Objective : Identify sources that require special attention.
Tip : Analyze platforms generating the most negative sentiments to prioritize your improvement efforts.
5. Evolution of Customer Sentiment
Track changes in sentiments expressed by your customers over several months. 📆
Tip : Use these insights to identify periods of increased satisfaction or dissatisfaction and adjust your strategies accordingly.
6. Total by Source
View the distribution of reviews by platform.
Tip: Identify the most active channels to maximize your interactions and focus your marketing efforts.
7. Word Cloud : this is a visual tool that displays the most frequently used terms in customer reviews, distinguishing positive from negative remarks. This representation facilitates quick identification of key elements emerging from customer feedback based on their tone.
Display Structure:
Overall Reactions : A graph or table summarizes customer reactions according to their tone:
Positive Remarks : Terms associated with positive experiences or reviews (e.g., "excellent," "fast," "satisfied").
Negative Remarks : Words related to criticisms or dissatisfaction (e.g., "bad," "slow," "unpleasant").
Positive Remarks: Words reflecting positive emotions (joy, satisfaction, etc.) are highlighted, helping identify the strengths of the business.
Negative Remarks: Terms expressing negative emotions (discontent, frustration, etc.) are also displayed, allowing you to pinpoint aspects needing improvements or adjustments in services or products.
Usage : Use these insights to strengthen your communications by highlighting identified positives and developing action plans aimed at correcting noted negatives.
With Advanced Insights, transform customer feedback into concrete actions and develop a strategy based on reliable data.