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    SentimentAnalysis 053135

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    Kingsley Onyeadurunu
    The document discusses how companies use sentiment analysis to understand consumer feedback on social media and how this can help them improve products and services. It then analyzes user reviews and sentiments toward Google Merchandise Store, Vitra and Nike on Trustpilot, Social Searcher and Sentiment Viz tools. Nike receives the most reviews on Trustpilot while Vitra has the highest average rating. Google Merchandise Store needs to improve customer satisfaction based on its reviews. Social Searcher finds Vitra's keywords relate to design and other languages. Sentiment Viz shows Google elicits most posts but also negative emotions, while Vitra and Nike receive mainly positive reactions.

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    SentimentAnalysis 053135

    Uploaded by

    Kingsley Onyeadurunu
    5 views4 pages
    The document discusses how companies use sentiment analysis to understand consumer feedback on social media and how this can help them improve products and services. It then analyzes user reviews and sentiments toward Google Merchandise Store, Vitra and Nike on Trustpilot, Social Searcher and Sentiment Viz tools. Nike receives the most reviews on Trustpilot while Vitra has the highest average rating. Google Merchandise Store needs to improve customer satisfaction based on its reviews. Social Searcher finds Vitra's keywords relate to design and other languages. Sentiment Viz shows Google elicits most posts but also negative emotions, while Vitra and Nike receive mainly positive reactions.

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    SentimentAnalysis_053135

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    The document discusses how companies use sentiment analysis to understand consumer feedback on social media and how this can help them improve products and services. It then analyzes user reviews and sentiments toward Google Merchandise Store, Vitra and Nike on Trustpilot, Social Searcher and Sentiment Viz tools. Nike receives the most reviews on Trustpilot while Vitra has the highest average rating. Google Merchandise Store needs to improve customer satisfaction based on its reviews. Social Searcher finds Vitra's keywords relate to design and other languages. Sentiment Viz shows Google elicits most posts but also negative emotions, while Vitra and Nike receive mainly positive reactions.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    5 views4 pages

    SentimentAnalysis 053135

    Uploaded by

    Kingsley Onyeadurunu
    The document discusses how companies use sentiment analysis to understand consumer feedback on social media and how this can help them improve products and services. It then analyzes user reviews and sentiments toward Google Merchandise Store, Vitra and Nike on Trustpilot, Social Searcher and Sentiment Viz tools. Nike receives the most reviews on Trustpilot while Vitra has the highest average rating. Google Merchandise Store needs to improve customer satisfaction based on its reviews. Social Searcher finds Vitra's keywords relate to design and other languages. Sentiment Viz shows Google elicits most posts but also negative emotions, while Vitra and Nike receive mainly positive reactions.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    2.

    0 Sentiment Analysis

    Consumers are constantly using social media platforms to provide companies with feedback and voice
    their concerns around certain products. In a nutshell, sentiment analysis has to do with categorizing the
    emotions of users as well determining if those emotion are positive, neutral or negative (Kyaw et al.,
    2023). Companies use this analysis to understand the needs of their consumer and tailor solutions based
    on those needs.

    This section uses Trustpilot, Social Searcher, and Sentiment Viz to the study the reactions of users to the
    content published by Google merchandise store, Vitra and Nike.

    2.1 Trust Pilot

    Figure 1: Google Merchandise Store

    Figure 2: Vitra

    Figure 3: Nike
    Trust pilot is an online user review platform where customers can rate organizations from 1 to 5 stars
    and leave positive or negative feedback about their experience (Trustpilot, 2023). From the above, Nike
    has the highest number of user reviews, over 8k, of which 16% are 5 stars (positive reviews) and 73% are
    1 star (negative reviews). The overall average number of reviews for Nike is 1.8. Meanwhile, Vitra has an
    average rating of 2.6 which is the highest when compared to both Nike and Google merchandise store.
    This indicates that to some extent, users were satisfied with the customer service they provide as well as
    the quality of their product. Out of 24 users, 33% are positive and 50% are negative. Google
    merchandise store has over 1k reviews and with a rating of 83%, most of the review were negative. This
    was the least rated brand with an average rating 1.4. Most customer were frustrated with the service
    and return policy of the store. Considering the global reach of this store, it is crucial to observe the
    dissatisfaction rate of customers going forward.

    2.2 Social searcher

    Figure 4: Google Merchandise Store

    Figure 5: Vitra

    Figure 6: Nike

    In identifying keywords for GMS, Vitra and Nike, none of the three brands had negative content words.
    Google merchandise store most searched terms were merchandise, store, google map and travel. Most
    of the data provided were travel related which shows that users were more inclined to use the store for
    the purchase of travel clothing and gears. In order to capture market share and attract a diverse pool of
    users, the brand should raise more awareness around its product offerings. The keywords identified by
    Vitra were related to architecture and design. In addition, some keywords were not in English which
    indicates that brand’s impact is felt on an international scale and more and more consumers around the
    globe constantly source for their products. Lastly, the keywords identified by Nike were directly related
    to apparels and distinguished the products based on colour and brand.

    2.3 Sentiment Viz tool

    Figure 7: Google Merchandise Store

    Figure 8: Vitra

    Figure 9: Nike

    This tool identifies posts based on a provided keyword by visualizing and arranging sentiments according
    to feelings and emotions (Sentiment Viz, 2023). From the results generated by Sentiment Viz, Google
    merchandise store received the most posts. This shows that users value the brand and most posts made
    by the store elicits feelings and emotions. Generally, the content put out by the store were relaxed and
    calm while users responded by being either excited or alert. It is worth noting that despite the presence
    of positive emotions, Google merchandise store received the most displeased reactions among all
    competitors as some users showed bored and tensed sentiments towards the brand. Vitra’s contents
    were neutral and evokes calm sentiments. They had lesser number of posts than Google’s merchandise
    store. Also, among all the brands compared, Nike had the lowest number of posts. User’s reaction to
    their posts were calm and the sentiments received by the brand were mostly positive. In summary , both
    Google's merchandise store and Vitra received a wide range of emotions through their contents which
    demonstrates their deep understanding of customers behavior.

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