E-commerce Sentiment Analysis
Feedsight: validating the impact of actions on customer satisfaction over time.
Sentiment analysis tracking whether operational changes actually moved the needle on customer experience.
Thousands
reviews processed daily, fully automated
The Problem
What needed to change
- Manual evaluation of feedback was unsustainable due to volume.
- There was no unified view of product, service, and website quality perception.
- The insights gained were rarely actionable and not always available in real time.
- Different departments (purchasing, logistics, UX, marketing) lacked a shared input for decision-making.
The Solution
What we implemented
The AI solution Feedsight was developed, which automatically analyzes reviews across three key areas – Product, Service & Delivery, and Web Experience. The outputs are processed into metrics that can be directly visualized in BI dashboards.
- Product – evaluation of build quality, functionality, appearance, features, and price-to-performance ratio.
- Service & Delivery – delivery speed, communication with customer support, reliability, and packaging.
- Web Experience – e-shop UX, information quality, page navigation, and information availability.
- Generates sentiment metrics and scores for each area, fully customizable to client needs.
- Enables output visualization in BI dashboards with drill-down options by product, category, country, or date.
Client's feedback
“Feedsight provided us with a clear, data-backed view of how customer sentiment evolves over time. This data helps us validate the effectiveness of measures that have a real impact on customer satisfaction.”
– Bronislav Karlík, Head of Data, Muziker
The Results
What changed after deployment
- Fully automated processing of thousands of reviews daily, without the need for manual input.
- Unified, actionable overview of customer experience across the product portfolio and geographic markets.
- Detailed real-time metrics on product quality, delivery performance, and webshop experience.
- Data-driven support for fast decision-making in purchasing, UX, logistics, and marketing.
- Improved ability to respond to issues and optimize the customer experience proactively.
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