Case Study: Sentiment Analysis for Restaurant Chain
Explore how Invent Consulting Limited enhanced customer experience for a restaurant chain by implementing sentiment analysis on PowerBI, leveraging data from their existing SMS feedback platform.
Goals
- Customer Feedback Analysis: Implement sentiment analysis to gain insights from customer feedback received via SMS.
- Enhanced Customer Experience: Improve customer experience by understanding sentiments expressed in feedback.
- Quick Response: Enable the restaurant to respond promptly to both positive and negative feedback.
- Data Visualization: Utilize PowerBI for visually appealing and informative representation of sentiment trends.
- Continuous Improvement: Facilitate continuous improvement based on customer sentiments and preferences.
Challenges
- Data Volume: Dealing with a large volume of feedback data received through SMS.
- Sentiment Accuracy: Ensuring accurate sentiment analysis to reflect customer emotions correctly.
- Integration Complexity: Integrating the existing SMS feedback platform with PowerBI for seamless data flow.
Solutions
- SMS Data Integration: Successfully integrated data from the SMS feedback platform into PowerBI.
- Sentiment Analysis Algorithm: Developed a robust sentiment analysis algorithm for accurate emotional categorization.
- Real-time Dashboard: Implemented a real-time PowerBI dashboard for instant feedback analysis.
- Automated Alerts: Set up automated alerts for immediate response to critical feedback.
- User Training: Conducted training sessions for restaurant staff to effectively use the new sentiment analysis system.
Results
- Insightful Analysis: Gained insightful analysis of customer sentiments expressed in feedback.
- Improved Customer Experience: Implemented changes leading to enhanced customer experience based on feedback trends.
- Timely Responses: Enabled the restaurant to respond promptly to both positive and negative feedback.
- Data Visualization Success: Successfully visualized sentiment trends through PowerBI dashboards.
- Continuous Improvement: Facilitated continuous improvement in services and offerings based on customer sentiments.