Leela Kempinski Gurgaon - Voice of Customer 2012

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For the year 2012, we analyzed the latest 100 reviews of Hotel Leela Kempinski Gurgaon on TripAdvisor.

The methodology, analysis and findings of the Sentiment Analysis are presented meticulously in the appended brief presentation

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Leela Kempinski Gurgaon - Voice of Customer 2012

  1. 1. Leela Kempinski Gurgaon Voice of Customer - 2012 Sentiment Analysis of TripAdvisor Reviews
  2. 2. What Will You See ?Methodology …………………….….…………..What Guests loved ……………………………No Negatives ……………….…..................Scope for Improvement ……….……………
  3. 3. Methodology… 100 Latest TripAdvisor TEXT Results Analytics Engine Insights ReviewsSTEPS1. 100 latest reviews from TripAdvisor were extracted2. The reviews were fed into the TEXT Analytics Engine in Batch Mode3. Sentiment Analysis was undertaken on the reviews individually and collectively
  4. 4. What Guests Loved ?The TOP 3 Positives 1 HOTEL 2 Words Used ROOM • • Good Modern 3 Words Used • Nice S TA F F • Comfort • Great Words Used • Large • Cheerful • Nice • Courteous • Spacious • Friend In addition to the above facets, the Guests were also POSITIVE about Service, Restaurant, Food, Location in that orderOn an overall basis, Guests are predominantlyNEUTRAL about these facets
  5. 5. No Negatives !The TOP 3 Winners 1 …… R E S TA U R A N T 2 FOOD …… 3 L O C AT I O N ……Of all the 100 Guest Reviews, none of them wereNEGATIVE for the above facets.Breakfast, Bathroom and Pool were the other facetsfor which Guests had NO NEGATIVE Reviews.
  6. 6. Scope for Improvement A Few Negatives* 1 …… SERVICE 2 S TA F F …… 3 ROOM …… Hotel and Time were the other facets for which Guests had NEGATIVE feedback.* Talk to Us if you would like to know how we track down the reasons for those negative reviews
  7. 7. Leverage the Power of Textand Sentiment Analysis to Improve Customer Service Get Insights into Customer Preferences Design High Impact Marketing Campaigns Track Competition raj@pragmaticlearning.in (+91) – 971 724 0021 TM © 2012 Pragmatic Learning Pvt. Ltd.

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