Empower your business with comprehensive customer feedback and sentiment reports.
We provide real-time feedback and sentiment analysis based on customer responses.
Your customer database will receive targeted queries for brand-specific insights.
We utilise an AI-driven word cloud to identify keyword and sentiment trends.
Insights into customer satisfaction and service quality perception.
Customised questions for additional customer insights.
Cost-effective analysis to optimise customer satisfaction and retention.
Comprehensive Customer Sentiment and Feedback Analysis Service
Enhance Your Business with Targeted Customer Sentiment and Feedback Analysis. Our Customer Sentiment and Feedback Analysis service allows brands to gather specific insights by querying their own customer database, giving them a clear understanding of customer satisfaction, sentiment, and service perception. By combining sentiment analysis, word cloud visualisation, and tailored survey questions, this service enables brands to pinpoint areas for improvement, highlight strengths, and strengthen customer relationships.
What to Expect
We use your database of customer emails to deliver a targeted feedback survey, gathering insights on overall sentiment, satisfaction, and brand experience. Our AI-driven analysis produces sentiment ratings, keyword trends, and actionable insights. Additionally, you can include customized questions to gather specific data, enabling a detailed understanding of how customers view your business.
What You Will Achieve
Working with us, you’ll gain actionable insights into customer satisfaction and sentiment. You will discover the aspects of your services that customers appreciate, potential areas for enhancement, and recurring themes that mirror your brand's image. This feedback-driven approach enables you to make data-backed adjustments that optimise customer loyalty and drive business growth.
Targeted customer insights
Collect specific feedback from your own customer base, ensuring your data is relevant and actionable.
Sentiment and Satisfaction Analysis
Understand how customers feel about your business with AI-driven sentiment ratings, improving brand perception.
Keyword and theme visualisation
Identify common words and phrases with an AI-generated word cloud, revealing key themes in customer responses.
Customised Questions for Deeper Insights
Tailor survey questions to gain insights on specific business aspects, helping you refine your service.
Cost-effective Customer Feedback Solution
Avoid costly survey campaigns by leveraging your existing customer database for targeted insights.
Enhanced customer loyalty and retention
Act on real customer feedback to address pain points, build loyalty, and boost customer satisfaction.
Take the First Step with PlusMetrica
Your brand deserves the best insights. Whether you're curious about market research costs, launching something amazing, or connecting more deeply with your audience, we're here to help. With tailored insights powered by AI, you'll get the clarity you need to make bold, confident decisions.
Examples illustrate the potential of customer sentiment and feedback analysis
Imagine you’re an e-commerce brand wanting to understand recent customer experiences. By providing us with a targeted list of clients, our Customer Sentiment and Feedback Analysis service can send out a customised survey, gathering insights on keywords like "quality" or "fast shipping" to identify what resonates most with customers. Or, if you’re a service provider introducing new updates, our tailored surveys can capture precise customer feedback on those changes, giving you valuable insights to continuously improve and enhance satisfaction.
Case Study 1: E-commerce Brand Analysis: Customer Sentiment Post-Purchase
Challenge
An e-commerce company wanted to understand how customers felt about recent purchases and identify keywords that could help them improve their product descriptions and customer service.
Solution
The company used our Customer Sentiment and Feedback Analysis service to survey recent buyers. The AI-driven analysis provided a word cloud featuring phrases like “excellent quality” and “quick delivery,” highlighting strengths in product satisfaction and shipping speed. The analysis also revealed keywords like “packaging” and “returns,” suggesting areas for potential improvement.
Result
The company used the feedback to refine product descriptions and enhance its packaging, which contributed to a 20% improvement in customer satisfaction ratings. The analysis provided a clear focus for future marketing messages and service enhancements.
Case Study 2: A service-based company seeks feedback on new features.
Challenge
A subscription-based service provider launched a new feature and wanted to understand customer sentiment surrounding the update. They needed feedback on feature usability and customer satisfaction with the service.
Solution
By leveraging our Customer Sentiment and Feedback Analysis service, the company sent a targeted survey to existing customers. The AI analysis revealed keywords like “user-friendly” and "helpful,” along with suggestions for further customization. The sentiment analysis showed that most users were satisfied with the update, though some recommended minor adjustments for better usability.
Result
The company made the suggested adjustments, which led to a 30% increase in positive feedback and a decrease in customer support inquiries. This sentiment and feedback analysis allowed the company to validate the new feature’s success and further improve the customer experience.
Case Study 3: Hotel Identifying Improvement Areas in Guest Experience
Challenge
A boutique hotel sought feedback from recent guests to ascertain the most valued aspects of their experience and pinpoint areas for enhancement. Specifically, management suspected issues with breakfast quality and check-in wait times but needed data to confirm and prioritise these areas.
Solution
The hotel used our Customer Sentiment and Feedback Analysis service to survey recent guests. Feedback and sentiment analysis revealed that many guests appreciated the friendly staff and room cleanliness but frequently mentioned “breakfast quality” and “long check-in” in negative contexts. The AI-generated word cloud highlighted keywords like “stale bread,” “cold coffee,” and “slow service” associated with breakfast, while check-in was commonly associated with phrases like “long wait” and “understaffed.”
Result
With a clear understanding of guest priorities, the hotel made targeted improvements. They overhauled the breakfast menu to prioritise freshness and variety, and they added extra staff during peak check-in times. After implementing these changes, guest satisfaction scores for both breakfast and check-in rose by 40%, and reviews became significantly more positive. The improvements helped boost the hotel’s reputation and led to an increase in repeat bookings.
