Customer Experience and Engagement Analytics for Public Review Data

Customer Experience and Engagement

Google Review Analytics

Summary

Understand what your customers are saying about you and your competitors… the good, the bad and the ugly. Some examples are below (see Interactive Power BI Examples). AI Consulting Group will enable your marketing and customer engagement teams to analyse your customer experience across all your sites and all your competitor’s sites in a single dashboard. Actively identify and address issues before they escalate and surface a new metric for customer experience and marketing effectiveness.

Do you currently know the following critical things about your sites?

Understand and Monitor Themes like Price, Venue, Queues & Wait Times, Transport & Convenience, or even industry specific themes like Security or Food & Beverage.
Biggest customer pain points?
What are your competitor's customers complaining about?
What is the key topic driving 1-star or 2-star reviews?
Is your customer experience improving, staying the same or getting worse across your sites?
Average review rating across all sites, by area, by territory manager?

Interactive Power BI Examples

Click to Explore Analytics on Any Device (Rotate Mobile Screen for Best Experience)

Data Collected

Site ratings for venus, stores, locations (1-5).
Review data and comments (text).
Visit frequency data.
Count of ratings/comments by day, week, month (over time).
Price perception data.
Photos and images.
All of the above for competitor sites.

Key Technologies and Processes

Collect and Centralise the Data

Transform the Data into Useful Insights and Predictors

Apply Machine Learning and Text Analytics (NLP) to transform comments to understand sentiment and conversation topics (e.g. Price Rating, Staff Rating, or even topics specific to your organisation like Security Rating for pubs and clubs)
Augment data with additional attributes for mapping, visualisation and additional insights.
Join to marketing data and understand cause and effect.

Outcomes

Compare your sites to each other and to competitor sites.
Conversation topic and sentiment analysis to proactively address large volumes of customer feedback.
Understand local competitor pain points to enable proactive, conversion-focused advertising to increase market share.
Understand perception of your price vs the competition.
Understand how existing marketing activities are affecting visitor engagement and experience.
Monitor and analyse photos posted by reviewers.
Map and visualise results based on location and day/time.
Monitor and analyse photos posted by reviewers.

AI Consulting Group