Customer Sentiment Analysis

Project Overview

This project focused on analyzing customer reviews and social media mentions to understand customer sentiment and identify key themes and issues.

Challenge

The client was receiving thousands of customer reviews and social media mentions each month but had no systematic way to analyze this feedback and extract actionable insights.

Solution

I developed an NLP-based sentiment analysis system using Python, NLTK, and deep learning techniques to automatically classify feedback as positive, negative, or neutral and extract key themes and topics.

Results

The system achieved 87% accuracy in sentiment classification and helped identify several recurring product issues that were subsequently addressed, leading to a 12% improvement in customer satisfaction scores.