Customer Sentiment Analysis

Sunny Samanta

29th Aug'22
Customer Sentiment Analysis | OpenGrowth

Customer sentiment analysis is the automated process for detecting emotions in online communications. The detected emotions further determine how customers perceive your product, brand, or service. Overall, it is an effective way for businesses to gather insights and respond to customers more effectively. it can also work as a customer egagement platform.

Now, you must wonder how customer sentiment analysis works. Well, it is through a processing language popularly known as NLP. NLP stands for Natural Processing Language. Apart from it, the customer sentiment analysis models use a series of algorithms to detect patterns in text and automatically classify opinions that can either be positive, negative, or neutral.


Customer Sentiment Analysis


Benefits of Customer Sentiment Analysis

Overall, customer sentiment analysis offers a wide range of benefits besides collecting insights to respond to the customers. It invariably highlights the perception of the customers towards the company. And it can do so due to the following benefits:


Enhances Customer Services

Customer service at the highest level is critical to your company's success. Nearly 80% of customers are likely to switch to a competitor after bad experiences with the current company. Therefore, it is critical to track whether the company is performing to customers' expectations. However, here is the problem, how can the company figure out if it is on the right track? The answer is customer sentiment analysis.

You can analyze customer sentiment on survey responses to understand what makes customers happy and what drives them away. Here the customers can rate your customer service even for niche market. You can decide what is working for your company and what is not. For example, you may discover frequently associated negative responses with long response times. It, in most cases, will prompt you to begin automating responses again.


Enhances Product and Service Quality

Customer sentiment analysis through reviews, social media posts and surveys can reveal:


  • Bugs and Issues: You may notice more negative comments mentioning bugs.

  • Makes Improvement: Customers may frequently mention specific features negatively.

  • Fulfills Customer Needs: You may receive feedback about missing features or slow response times.


Maintains Brand Reputation

You will often find your customers complaining about your product and services. You can use customer sentiment analysis to monitor brand mentions in real time and push negative comments to the front of the queue.


Optimizes Market Strategy

Companies can gain valuable insights to help them improve their marketing strategy with customer sentiment analysis. Marketers, for example, can monitor industry trends by analyzing social media sentiment toward new features or products.

Perhaps your competitor released a new product before you, and you want to identify any flaws so that you can address them before releasing your own. You could also identify your competitors' strengths and use marketing campaigns to emulate them.


Tracks Sentiment Over Time

Customer sentiment analysis is an excellent tool for tracking significant shifts in customer sentiment toward your brand. After all, tracking sentiment can help you keep an eye on customer reactions, whether you've just launched a marketing campaign, changed your pricing structure, or launched a new product.


Customer Sentiments Analysis


Ways to Customer Sentiment Analysis

Customer sentiment analysis can be extremely beneficial to your company. However, most companies cannot decide how to begin. There are numerous online tools available to help you create sentiment analysis models. The best things are some of the existing models are ready to go. To assist you, we've listed some of the tools you can use at each stage:


  • Online Surveys: Online tools such as SurveyMonkey, Typeform, and Google Forms can be used. Using either of these tools, you can export all responses in either a CSV or an XSL file.


  • Product Reviews: Reviews can be found on sites such as Google Play, Amazon, Capterra, G2, and Crowd. The best way to collect product reviews from various websites is to use a web scraper that automatically collects specific data for you.


  • Customer Support Tickets: Most businesses use software such as Zendesk, Front, and Freshdesk to centralize and manage their support tickets. You can analyze sentiment in customer support interactions by connecting your help desk to a tool like MonkeyLearn via integration or a third-party app like Zapier.


  • Social Media Posts: Customers frequently tag and mention your brand on social media platforms such as Twitter, Facebook, and Instagram. Twitter sentiment analysis is a popular data source because it provides insights from both historical and real-time mentions. The Twitter API allows developers to collect data.



Customer sentiment analysis assists businesses in extracting value from data such as product reviews, social media, and NPS responses, among others, and using those insights to make better decisions that increase customer satisfaction.

Customer Sentiment analysis models powered by AI technologies can learn to automatically classify customer opinions as negative or positive, saving you a significant amount of time and effort in manually processing these responses.


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