Network Analysis of Customer Product Reviews and Sentiment Data


Using InfraNodus, you can analyze customer product reviews. You can reveal the main topics in both the negative and positive reviews in order to know what makes the difference for your customers. You can also better understand the sentiment using the graph visualization, which allows a much higher precision level than a simple binary positive / negative score.
 

InfraNodus helps you answer the following questions:

1. What is the sentiment of the customers about the product based on the product reviews? What are the main topics that tend to come up, and how are they connected?

2. What are the differences between the various star ratings? What are the topics that tend to come up in the negative reviews versus the positive ones? What are the main influencing factors? Product? Customer service? Price?

3. What are the gaps in the product or the service that could be resolved in order to move from 3 stars to 5 stars?

Customer product reviews and sentiment analyzed using a network graph visualization



Video Demo: Sentiment Analysis



 
The video above shows the most basic workflow that you can use to analyze open survey questions. Copy and paste the customer feedback responses and visualize them as a graph. InfraNodus will demonstrate the main patterns that tend to emerge and the main topical clusters. You can build two graphs: one for the positive feedback, the other one for the suggestions, so you can compare what already works and what could be improved.



 

Step-by-Step Customer Product Review Analysis


Step 1: You can copy and paste the reviews or import them from any source, such as Trustpilot, App Store or your own internal database. Save the export as a spreadsheet with a designated column for the reviews and another column for the star rating (e.g. 1 to 5).

Step 2: Use the CSV import app in InfraNodus to visualize the customer feedback reviews as a graph. The words that tend to be used in the same context will have the same color and be closer to each other.

Step 3: Use the Analytics Panel to detect the main topics and the connections between them.

Step 4: Use the Filter Function to see only the high-rating reviews (e.g. 4 and 5) and compare them to the low-rating reviews (e.g., 1 and 2). Notice which topics in the Analytics panel are more important for the both types of reviews. This will provide some very interesting insights about the customers' sentiment: what kind of stuff they don't like and what they enjoy about the product.

You can follow the process above in our Case Study on customer product review analysis.



Try It Yourself


You can try this approach yourself using InfraNodus and your own data:


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Custom Customer Product Reviews Analysis


Contact us if you are interested in a particular use case or if you would like us to analyze your customer review data for you.


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