A new rising market research technique, Sentiment Analysis is most used by the brands to analyse surveys and their social media interpretation by the audience. It is also one of the most popular tools for Online Reputation Management as it attempts to record and understand the feelings of the audience or the user when they take a survey surrounding your brand or products.
If we look forward to it as a technique for improved ORM, then it can be quite helpful for the researcher in calculating the reviews than going through the surveys manually. Through sentiment analysis, one can record and calculate the number of positive responses, negative responses, and neutral responses from the customer. Value4Brand will now discuss different techniques of sentiment analysis along with ORM that will help you in improving your reputation online.
Different brands use different techniques to record customer feedback. However, most organizations utilize survey software with advanced sentiment analysis features. These advanced features make it easier for the marketer or researcher to quantify and record the responses into actionable data. The software references to different words each have a universal score, which helps in recreating a positive, negative or neutral value, regardless of a sentence, word, or paragraph.
For instance, if you are a clothing brand collaborated with a market research company for customer surveys. Therefore, the questions asked to the customers in the survey are –
How likely you will recommend this clothing are brand to friends or family?
Rate their clothing range/styles out of 10
How often do you come back to shop with this brand?
When you use sentiment analysis, the research organization will be able to categorize open-ended or unstructured responses into positive, neutral, and negative. The feedbacks that include phrases like “would highly recommend” or “trendy styles and best range of clothing” etc., add to the highest sentiment score than to those feedbacks that were not satisfying. However, the software here helps in automating the happy customers to rating websites and send unsatisfied customers to a different landing page to get their feedback in detail.
Thus, sentiment analysis serves as one of the best tools that encourage the customers who are happy with our services to drop a positive review about their experience. Besides, this ORM approach has been quite helpful in gaining more positive views than negative. Many ORM agencies in India prefer and suggest to their clients that they must use this approach to establish a trustworthy reputation online.