What is Customer Sentiment Analysis and Ways To Analyze Sentiments?

January 2, 2020 3 min read By Cogito Tech. 1053 views

Customer’s sentiments are especially important to understand their state of mind towards a product, services, brand, or company. Business organizations can analyze and utilize the sentiments of their customers, to offer them better products and services.

Customer sentiment analysis is 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.

Also Read:  Understanding Sentiment Analysis: What is its uses and why it’s important?

Once such data is gathered and analyzed, you get to know the actual sentiments and feelings of your customers. These feedbacks and reviews contain useful business information by which multiple channels can help your businesses and improve their services.

Ways To Analyze Customer’s Sentiments

Tracking your customer’s sentiments is not easy if you land up choosing 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. Here we will be discussing only a few of them, that are the best platform for customers sentiment analysis.

Ask them what they think about you

The reviews are given by the customers personally which is 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 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.

sentiment analysis

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 can attract more customers to convert them into a profitable consumer.

Monitoring the social media platform

Social media is one of the best and the largest platform to gather the sentiments of people. Nowadays, people are spending more time on social media apps, which are accessible through multiple devices like desktop, laptops, tablets, and smartphones.

While browsing such platforms, they are also attached to their favorite brand. Taking the advantage of such brand loyalty you can organize questioners, surveys, and reactions of people while promoting a particular brand name.

For customer sentiment analysis you can use the various tools or hire the companies who provide the best 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 do not like about your service.

Taking the customer’s feedback directly

The last but amazingly effective ways to know about the sentiments of the customer is taking the feedback personally from your customers. Though, it is exceedingly difficult to contact your customers directly and get such feedbacks, as nowadays companies use various methods like chat, email and direct call them for customer feedback sentiment analysis.

Customer 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 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 particularly 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.

If you wish to learn more about Cogito’s data annotation services,
please contact our expert.