Customer Sentiment Analysis

Customer sentiment analysis is a way of evaluating shoppers' feelings toward a brand, product, or service.

What Is Customer Sentiment Analysis?

Customer sentiment analysis is one of many technology-based tools that brands use to better understand consumers' emotions toward their products, customer service, or overarching brand engagement. Brands can analyze customer sentiment manually using surveys, focus groups, or one-to-one conversations with shoppers. Alternatively, they can use advanced technologies to automatically capture sentiment data as customers engage with brands online and in person. Natural language processing (NLP), for example, is an artificial intelligence (AI)-based technology that evaluates a customer's tone, inflection, and word choice via a customer sentiment analysis. Brands can use this information to make informed decisions about their customer engagement priorities, marketing initiatives, and sales processes.

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