Analysing social media sentiment, online reviews and commentary to unearth data-driven customer insight.

Few businesses truly take advantage of the wealth of online data available to inform their strategic decisions. Our Advanced Analytics team applies the latest techniques to extract and analyze online information, using it to guide commercial decision making. We commonly interrogate social media sentiment and online reviews in our work, but we also flex to answer more bespoke questions from a whole range of websites.

Case study A holiday park business was receiving lower than expected online feedback for one of its flagship parks. They engaged CIL to identify the best possible way to deploy CAPEX to improve the guest experience.

Our work used TripAdvisor reviews to determine the key drivers of positive and negative reviews over time. To derive these key themes, we used a dual approach applying Microsoft AI technology and human overlays (with collaboration with our Consumer sector) to extract the subject, sentiment and descriptors from compound reviews.

This analysis allowed CIL to propose the optimal way to achieve a positive impact on customer experience by deploying CAPEX. Additionally, CIL identified a series of smaller operational improvements that Management could make to improve the customer experience without deploying CAPEX. Management used this work to help guide their investment strategy for this flagship park.

 
Case study A holiday park business was receiving lower than expected online feedback for one of its flagship parks. They engaged CIL to identify the best possible way to deploy CAPEX to improve the guest experience.

Our work used TripAdvisor reviews to determine the key drivers of positive and negative reviews over time. To derive these key themes, we used a dual approach applying Microsoft AI technology and human overlays (with collaboration with our Consumer sector) to extract the subject, sentiment and descriptors from compound reviews.

This analysis allowed CIL to propose the optimal way to achieve a positive impact on customer experience by deploying CAPEX. Additionally, CIL identified a series of smaller operational improvements that Management could make to improve the customer experience without deploying CAPEX. Management used this work to help guide their investment strategy for this flagship park.

Get in touch If you would like to find out more about how CIL's advanced analytics practice could support you, please get in touch.

Liam McGuinness
Liam is the Partner in charge of our advanced analytics practice, and also leads our consumer sector work.

Email

 

 

James Fothergill
James is CIL’s Advanced Analytics Manager, with oversight over all of CIL’s advanced analytics engagements

Email

 
Get in touch If you would like to find out more about how CIL's advanced analytics practice could support you, please get in touch.

Liam McGuinness
Liam is the Partner in charge of our advanced analytics practice, and also leads our consumer sector work.

Email

 

 

James Fothergill
James is CIL’s Advanced Analytics Manager, with oversight over all of CIL’s advanced analytics engagements

Email

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