4 Ways to Conduct a Customer Sentiment Analysis
Blog post from Stream
Customer sentiment analysis is crucial for improving user satisfaction and retention in apps and SaaS products by identifying areas for improvement and addressing dissatisfaction early on. According to Zendesk research, 76% of customers are willing to switch to a competitor after multiple poor customer service experiences, highlighting the importance of effective sentiment analysis methods. Techniques such as using chatbots for direct feedback, conducting customer interviews for in-depth insights, deploying Net Promoter Score (NPS) surveys to gauge customer loyalty, and monitoring social media and online reviews are effective ways to understand user experiences and preferences. Tools like Mention, Brandwatch, and Pulsar Platform are recommended for tracking and analyzing online conversations about a product, while third-party APIs from Stream can facilitate the integration of chat messaging and activity feeds to engage users and collect valuable feedback.