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CX Insights Discovery and Emotion Tracking (Emanuele Di Rosa, App2Check)

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Presentation by Emanuele Di Rosa, App2Check, at the 20 June 2019 CX Emotion conference (http://cx-emotion.com)

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CX Insights Discovery and Emotion Tracking (Emanuele Di Rosa, App2Check)

  1. 1. 1 CX Insights Discovery end Emotions Tracking Emanuele Di Rosa Chief Technology Officer @ App2Check
  2. 2. 2 The importance of Consumer Feedbacks • In the Review Economy, customers express their opinion on products and services, reporting their experience and emotions  88% of people trust online reviews  1 single negative review is enough to lose 22% of potential customers • However, the power of review analytics it is not yet fully exploited by companies to improve their products and services * Source: 2018 Websitebuilder, 2018 Matter Communications
  3. 3. 3 What App2Check does? • App2Check collects, analyses and produces automatic reports on consumer feedbacks coming from multiple public or private sources • Review analytics with App2Check enables:  Products & Shops Analysis  Competitive Analysis  Market Research - for example, we made an aggregate analysis of: • shops reviews in Milan (842 shops, 50 brands, 5 categories), and presented the results at the Forum Retail 2018 • app reviews related to Mobile Banking in UK vs Italy (48 banks, 126 apps, 141,000 reviews) and presented to the Italian Bank Association
  4. 4. 4 App2Check – The Voice of the Customer Analytics App2Check analyses any feedback from Customers with a special focus on Reviews
  5. 5. 5 01/12/2018-03/05/2019 Shops Analysis: Reviews in Sportswear from Google My Business TODO: Immagine Google Maps shops analizzati
  6. 6. 6 Review Analysis Aspect-Based Sentiment Analysis  Store & Choice of goods  Sentiment 5/5  Staff & Service  Sentiment 1/5 Emotion Detection  Joy  Related to Store and Goods  Trust  Not Present  Anger  Related to Staff
  7. 7. 7 Reviews Analysis: Bottop-up and Top-down approach • Staff «theme»: staff OR employee OR employees OR ... • Pricing «theme»: price OR pricing OR cost OR expensive ...
  8. 8. 8 583 Stars Sentiment Rating Strengths Weaknesses Store Brand B Shoes Staff Prices Crowded Expensive Wait Store Brand A Staff Shoes Service Rude Manager Expensive Reviews 1.152 1.422 2.643 4.1 4.2 4.3 4.3 01/12/2018-03/05/2019 14 14 Brand A NYC NYC 240 Expensive Stock Deal Manager Football 647 625 1.676 3.9 3.9 4.2 9 8 London Brand B Store Staff Shop Service Expensive Size Bought Loud 4.0 Staff Brand A Shop Shoes Best London Aggregated Shops Analysis: Bottom-up approach Shops Brand B Brand A Brand B
  9. 9. 9 41.2% Anger Disgust Joy 45.4% 8.8% 7.7% 8.8% 6.2% 40.8% 43.9%Trust 45.6% 39.7% 11.0% 12.9% 12.2% 10.1% 44.3% 39.7% Emotions in Aggregated Shops Analysis Brand A NYC NYC London London Brand B Brand A Brand B 01/12/2018-03/05/2019
  10. 10. 10 Top-down approach: Specific themes of interest Staff Joy Anger Trust Disgust 122 21.14% 4.0 197 17.34% 4.28 Feedbacks Percentage Sentiment 54 22.50% 4.02 132 20.28% 3.91 15.0%5.2% 11.1% 10.4% 80.7%69.4% 73.3% 74.0% 19.0%10.9% 24.4% 29.1% 14.4%15.6% 18.7% 27.6% Brand A NYC NYC London London Brand B Brand A Brand B Feedbacks Percentage Sentiment Feedbacks Percentage Sentiment Feedbacks Percentage Sentiment 01/12/2018-03/05/2019
  11. 11. 11 Product Analysis: example about a Baby Stroller Analysis of reviews from Amazon UK, Italy, France, Spain, USA, etc • Single Product Analysis in each country • Aggregate analysis of reviews from multiple countries • Compare with a competitor product in each country • Aggregate analysis of multiple products • Compare the latter with the competitor
  12. 12. 12 UK Italy France Spain Product Analysis – Sentiment in different countries
  13. 13. 13 Product Analysis – Emotions in different coutries Aggregate UK Italy France Spain Trust 70.8% 73.4% 72.6% 58.7% 72.7% Joy 71.2% 71.3% 70.6% 62.8% 77.8% Anger 29.8% 18.1% 29.8% 38.7% 33.3% Disgust 33.3% 33.0% 33.1% 22.7% 41.0%
  14. 14. 14 Aggregating multiple products per brand Reviews Sentiment Rating Strengths Weaknesses Stroller Light Product Very Light Price Break Close Bar Mounting Stroller Light Product Price Handy Products 9 11 921 470 3.8 3.9 4.3 4.4 Close Brand A Brand B
  15. 15. 15 Thank you Emanuele Di Rosa Chief Technology Officer @ App2Check

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