Evaluate customer feedback to determine emotional tone—positive, neutral, or negative. Understand customer perception and prioritize improvements based on actionable insights.
Sentiment Analysis is a technique used to evaluate customer feedback (from surveys, interviews, social media, or support interactions) to determine emotional tone—positive, neutral, or negative. It helps organizations understand customer perception and prioritize improvements.
"Understanding how customers feel is the first step toward creating exceptional experiences."
Provides actionable insights from qualitative feedback to drive improvements.
Detects early warning signs of dissatisfaction before they escalate.
Supports customer experience strategies with data-driven insights.
Enables data-driven decisions for product and service enhancements.
Track sentiment trends over time to monitor customer satisfaction levels.
Identify positive and negative themes in product feedback.
Detect pain points in customer interactions and service delivery.
Understand brand perception and marketing message effectiveness.
Visual representation of sentiment distribution across different categories and time periods.
Historical comparison of sentiment scores to identify patterns and changes.
Connect with CRM and analytics platforms for comprehensive insights.
Automated sentiment scoring from incoming feedback for immediate insights.
Weighted average of positive and negative feedback, typically ranging from -100 to +100.
Categories like joy, frustration, trust, anger, and satisfaction for deeper insights.
Link sentiment to churn or loyalty metrics to understand business impact.
Interactive visualization of sentiment categories with drill-down capabilities.
Positive vs. negative sentiment over time with trend analysis and forecasts.
Prioritized recommendations based on sentiment insights and impact analysis.
Gather feedback from multiple channels including surveys, interviews, social media, and support interactions.
Monitor sentiment trends regularly to catch issues early and track improvement progress.
Consider context when analyzing sentiment—some negative feedback may be constructive criticism.
Use sentiment insights to prioritize improvements and communicate changes back to customers.