Customer Sentiment Analysis with Amenity Viewer's Text Analytics

The Project

An Enterprise company wanted to use social media data to better understand areas of customer concern. Amenity parsed through this company's social media mentions to reveal a detailed, customized picture of consumer sentiment. By text mining underutilized consumer data Amenity was able to perform a social sentiment analysis for this company.


Using its proprietary NLP API, Amenity created customized taxonomies that were relevent to social sentiment analysis. Amenity’s text mining software then performed information extractions on key topics & areas of concern. These topics were then sorted into event types. Sentiment scores were created based on the number of positive and negative extractions associated with a given topic. The output was a detailed dataset on the Voice of the the Customer that assessed brand perceptions and the topics that drove its customer sentiment.

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