Customer’s sentiments are very important to understand their state of mind, especially towards a product, services, brand, and company. Business organizations can analyze and utilize the sentiments of their customers, to offer them better products and services.
Customer sentiment analysis is basically, analyzing the feedbacks, reviews and comments of the customers on social media, your website, your customer support center or any other place meant for taking customer’s feedback.
Once such data is gathered and analyzed, you get to know the actual sentiments and feelings of your customers. This feedback and reviews contain useful business information through multiple channels help your business improve the service.
Ways To Analyze Customer’s Sentiments
Tracking your customer’s sentiments is not easy if you not choose the right platform to collect true data and analyze the same for business growth. Though, there are many traditional ways to analyze the customer’s sentiments but we have mentioned a few of them would be the best platform for customers sentiment analysis.
Ask them what they think about you
The reviews are given by the customers personally are the best ways to know their feelings. You can use customize mobile apps to rate your service or what they think about your product or services with a column to give personal feedback. You can use in-app ratings prompts, asking whether do you love our service or other tricks to think about your company’s service and what service need to improve.
Ask if they would recommend your service
Another way to find out the sentiments of your customers to ask them whether they will recommend your service to others or not. Net promoter score is one of the well-known indicators you can use to measure the loyalty of the customers.
It can provide you one consistent scale to measure sentiment over time. And when your company’s score is more than your nearest rivals, your company has the ability to attract more customers to converting them into a profitable consumer.
Monitoring the social media platform
Social media is one of the best and largest platform to gather the sentiments of people. Actually, nowadays people are spending more time on social media apps, which is accessible through multiple devices like desktop, laptops, tablets, and smartphones.
And while browsing such platforms, they are also attached to their favorite brand. And taking the advantage of such brand loyalty you can organize questioners, surveys and reactions of people while promoting a particular brand name.
And for customer sentiment analysis you can use the various tools or hire the companies providing the sentiment analysis services. The tool or experts will check comments, reactions, mentions, and shares to find out how your brand is appreciated among your customers or what they don’t like about your service.
Taking the customer’s feedback directly
The last but very effective ways to know about the sentiments of the customer is taking the feedback personally from your customers. Though, it is very difficult to contact your customers directly and get such feedbacks, as nowdays companies use various methods like chat, email and direct call them for customer feedback sentiment analysis.
However, if you are using the direct feedback channel, to get feedbacks towards your company, make sure to assign some type of score the feedback in order to measure the sentiments of the customers and analyze them in a better way.
Apart from using the right ways to gather the feedbacks and opinions of the customers for sentiment analysis, it is also very important to choose the right instrument for sentiment analysis. As tools are not that effective compared to manually done by the experienced professionals analyzing such data with better interpretation.
Cogito is one of the companies providing the sentiment analysis service to all types of companies to know their customers and offer them better products and services. It has world-class professionals to do this job with accuracy and help you to analyze the sentiments of the different types of customers and offer then better service.