SMA10

Uploaded by

Sachin Yadav

Available Formats

Download as DOCX, PDF, TXT or read online on Scribd

0% found this document useful (0 votes)

17 views

SMA10

Uploaded by

Sachin Yadav

Available Formats

Download as DOCX, PDF, TXT or read online on Scribd

You are on page 1/ 8

Academic Year: 2023-24 Semester: VIII

Class / Branch: BE Computer Subject: Social Media Analytics

Lab Name: Sachin Yadav
Date of performance:
03/04/2024 Date of Submission:
10/04/2024

Experiment No. 10
Aim: Develop social media text analytics models for improving existing product/ service
by analyzing customers' reviews/comments.

Objective: Develop social media text analytics models to extract actionable insights from
customer reviews and comments, aiming to enhance existing products or services. Utilize
natural language processing and machine learning algorithms to analyze sentiment, identify
areas for improvement, and optimize marketing strategies based on customer feedback.

Software used: Kaggle Notebook.

Theory:

Developing social media text analytics models for improving existing products or services
through the analysis of customer reviews and comments is a strategic approach increasingly
embraced by businesses aiming to enhance their offerings and customer satisfaction levels.
In today's digitally-driven era, where consumers express their opinions and experiences
openly on various social media platforms, leveraging advanced text analytics techniques
becomes imperative for extracting actionable insights from this wealth of unstructured data.

At its core, social media text analytics involves the use of natural language processing
(NLP) and machine learning algorithms to systematically analyze and extract meaningful
information from textual data generated on social media platforms. This process
encompasses several key steps, including data collection, preprocessing, feature extraction,
sentiment analysis, and actionable insights generation.

The first step involves collecting customer reviews and comments from relevant social
media channels, such as Facebook, Twitter, Instagram, and review platforms like Yelp or
TripAdvisor. This data gathering process may involve web scraping techniques or utilizing
application programming interfaces (APIs) provided by social media platforms.

Once the data is collected, preprocessing techniques are applied to clean and standardize the
text, which may include tasks such as tokenization, stop word removal, stemming, and
lemmatization. These preprocessing steps aim to improve the quality of the data and prepare
it for further analysis.

Feature extraction techniques are then employed to transform the preprocessed text data into
numerical representations that can be utilized by machine learning models. Common
approaches include bag-of-words, term frequency-inverse document frequency (TF-IDF),
and word embeddings such as Word2Vec or GloVe.

CSDL8023: Social Media Analytics Lab

Sentiment analysis plays a crucial role in social media text analytics, enabling businesses to
gauge the overall sentiment expressed in customer reviews and comments towards their
products or services. By classifying sentiments as positive, negative, or neutral,
organizations can identify areas of strength and improvement, as well as monitor changes in
customer perceptions over time.
Finally, the insights generated from the analysis of social media text data can inform various
aspects of product or service enhancement, including product feature prioritization,
customer service improvements, marketing strategy optimization, and competitor
benchmarking. By harnessing the power of social media text analytics, businesses can gain a
deeper understanding of customer needs, preferences, and pain points, ultimately driving
innovation and enhancing customer satisfaction.

Implementation and Output:

CSDL8023: Social Media Analytics Lab

CSDL8023: Social Media Analytics Lab
CSDL8023: Social Media Analytics Lab
CSDL8023: Social Media Analytics Lab
CSDL8023: Social Media Analytics Lab
Certainly, here are some measures one can adopt to improve the product based on the analysis
of negative comments:
Identify Common Pain Points: Analyze negative comments to identify recurring issues or
pain points mentioned by multiple users. Addressing these common concerns can lead to
significant improvements in product satisfaction.

Prioritize Feedback: Prioritize negative feedback based on severity and frequency. Focus on
addressing critical issues that have a substantial impact on user experience before tackling less
pressing concerns.

Engage with Users: Engage directly with users who leave negative comments to gather
additional insights and clarify their concerns. This proactive approach demonstrates
responsiveness and commitment to addressing customer needs.

Enhance Product Features: Use negative feedback to identify areas for feature enhancement
or refinement. Incorporate user suggestions and feedback to make the product more robust and
user-friendly.

Improve User Interface (UI) and Experience (UX): Assess negative comments related to
UI/UX issues such as navigation difficulties, confusing layouts, or slow performance. Invest in
UI/UX improvements to enhance the overall usability and satisfaction with the product.

Provide Clear Instructions or Documentation: Address complaints about confusion or

difficulty in using the product by providing clear instructions, tutorials, or comprehensive
documentation. Empowering users with the necessary guidance can alleviate frustration and
improve the overall user experience.

Optimize Performance and Stability: Address negative feedback related to performance

issues, bugs, or crashes promptly. Continuously optimize the product to ensure stability,
responsiveness, and smooth operation across different devices and platforms.

Enhance Customer Support: Improve customer support channels and responsiveness to

address user concerns effectively. Provide timely assistance, resolve issues promptly, and
gather feedback to continuously improve support services.

Offer Product Training or Education: Address user frustration stemming from a lack of
understanding or knowledge about the product by offering training sessions, webinars, or
educational resources. Empowering users with the necessary skills and knowledge enhances
their experience and satisfaction.

Implement Feedback Loop: Establish a feedback loop to gather ongoing feedback from users
and monitor the impact of implemented improvements. Continuously iterate based on user
input to ensure the product remains aligned with user expectations and needs.

CSDL8023: Social Media Analytics Lab

Conclusion:
In conclusion, analyzing negative comments provides invaluable insights for improving
product quality and enhancing customer satisfaction. By systematically addressing user
concerns, prioritizing feedback, and implementing targeted measures, businesses can
iteratively refine their products to better meet user needs and expectations. Engaging with
users, enhancing features, optimizing performance, and providing clear guidance are among
the key strategies for addressing negative feedback effectively. Establishing a feedback loop
ensures continuous improvement and maintains alignment with evolving user preferences.
Ultimately, leveraging negative comments as constructive feedback fosters product
innovation strengthens customer relationships, and drives long-term success in the
marketplace.