Customer Satisfaction Measurement with N-gram and Sentiment Analysis

Product reviews are an excellent source of information for qualified management decisions. Learn more about the right text mining techniques.

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Introduction

Happy customers drive company growth. The five-word sentence explains everything about why we do our best to maximize customer satisfaction. Product reviews are one of the major data sources that large companies like Amazon and Apple, middle-sized exporters including Lentiamo, and local companies running their Facebook pages collect. Reviews are typically collected repeatedly over time, and factors like quality shifts, marketing communications, and customer care friendliness impact the sentiment expressed by customers.

Note: Image by author, based on the review of Karim (2011), Baker and Wurgler (2006), Merrin et al. (2013), and Eachempat et al. (2022)

The Business Intelligence (BI) role should be to analyze product reviews, identify potential problems, and develop hypotheses to solve them. In the next stage, these recommendations are scrutinized by other departments based on the company structure. This article will explain more closely the analytics of customer satisfaction measurement with…