2. 2
The importance of Consumer Feedbacks
• In the Review Economy, customers express their opinion on products and
services, reporting their experience and emotions
88% of people trust online reviews
1 single negative review is enough to lose 22% of potential customers
• However, the power of review analytics it is not yet fully exploited by companies
to improve their products and services
* Source: 2018 Websitebuilder, 2018 Matter
Communications
3. 3
What App2Check does?
• App2Check collects, analyses and produces automatic reports on consumer
feedbacks coming from multiple public or private sources
• Review analytics with App2Check enables:
Products & Shops Analysis
Competitive Analysis
Market Research - for example, we made an aggregate analysis of:
• shops reviews in Milan (842 shops, 50 brands, 5 categories), and presented the
results at the Forum Retail 2018
• app reviews related to Mobile Banking in UK vs Italy (48 banks, 126 apps,
141,000 reviews) and presented to the Italian Bank Association
4. 4
App2Check – The Voice of the Customer Analytics
App2Check analyses any feedback from Customers with a special focus on Reviews
6. 6
Review Analysis
Aspect-Based Sentiment Analysis
Store & Choice of goods Sentiment 5/5
Staff & Service Sentiment 1/5
Emotion Detection
Joy Related to Store and Goods
Trust Not Present
Anger Related to Staff
7. 7
Reviews Analysis: Bottop-up and Top-down approach
• Staff «theme»:
staff OR employee OR employees OR ...
• Pricing «theme»:
price OR pricing OR cost OR expensive ...
9. 9
41.2%
Anger
Disgust
Joy 45.4%
8.8% 7.7%
8.8% 6.2%
40.8% 43.9%Trust
45.6% 39.7%
11.0% 12.9%
12.2% 10.1%
44.3% 39.7%
Emotions in Aggregated Shops Analysis
Brand A
NYC NYC London London
Brand B Brand A Brand B
01/12/2018-03/05/2019
10. 10
Top-down approach: Specific themes of interest
Staff
Joy
Anger
Trust
Disgust
122 21.14% 4.0 197 17.34% 4.28
Feedbacks Percentage Sentiment
54 22.50% 4.02 132 20.28% 3.91
15.0%5.2% 11.1% 10.4%
80.7%69.4% 73.3% 74.0%
19.0%10.9% 24.4% 29.1%
14.4%15.6% 18.7% 27.6%
Brand A
NYC NYC London London
Brand B Brand A Brand B
Feedbacks Percentage Sentiment Feedbacks Percentage Sentiment Feedbacks Percentage Sentiment
01/12/2018-03/05/2019
11. 11
Product Analysis: example about a Baby Stroller
Analysis of reviews from Amazon UK, Italy, France, Spain, USA, etc
• Single Product Analysis in each country
• Aggregate analysis of reviews from multiple countries
• Compare with a competitor product in each country
• Aggregate analysis of multiple products
• Compare the latter with the competitor