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Digital voice of the customer
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.
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.
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.
