How to perform a semantic analysis of customer reviews ?
Collect a representative set of customer reviews from various channels and sources, such as social networks, discussion forums, online review platforms, etc.
Evaluate the general attitude of customers towards your products and services, and classify each review as positive, negative or neutral according to the language used.
- Topic and verbatim extraction
By identifying the main topics addressed in reviews, you can gain an overview of their customers' concerns, opinions and trends. This will enable you to better understand the strengths and weaknesses of your products and/or services.
- Identify trends, insights and visualize results
Analyze results to identify trends, recurring patterns and key emerging insights. And visualize data to graphically represent the results of semantic analysis.
Why use semantic analysis for customer reviews ?
- Identify frequent themes and topics
Understand which topics have an impact on the customer. These are the topics that come up frequently in reviews. You can categorize these reviews by theme
- Track changes in customer satisfaction
By regularly analyzing customer reviews over time, semantic analysis enables you to track the evolution of customer satisfaction. It can detect positive and negative trends, as well as changes in customers' opinions and feelings about the brand or product/service.
- Improved marketing strategy and product/service development
By gaining an in-depth understanding of customer opinions, needs and expectations, semantic analysis guides strategic decisions in marketing and product/service development. It enables us to identify areas for improvement and strengthen customer satisfaction and loyalty.