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CX Insights Discovery
end Emotions Tracking
Emanuele Di Rosa
Chief Technology Officer @ App2Check

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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

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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

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App2Check – The Voice of the Customer Analytics
App2Check analyses any feedback from Customers with a special focus on Reviews

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01/12/2018-03/05/2019
Shops Analysis: Reviews in Sportswear from Google My Business
TODO:
Immagine Google Maps shops analizzati

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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

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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 ...

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583
Stars
Sentiment
Rating
Strengths
Weaknesses
Store
Brand B
Shoes
Staff
Prices
Crowded
Expensive
Wait
Store
Brand A
Staff
Shoes
Service
Rude
Manager
Expensive
Reviews 1.152
1.422 2.643
4.1 4.2
4.3 4.3
01/12/2018-03/05/2019
14 14
Brand A
NYC NYC
240
Expensive
Stock
Deal
Manager
Football
647
625 1.676
3.9 3.9
4.2
9 8
London
Brand B
Store
Staff
Shop
Service
Expensive
Size
Bought
Loud
4.0
Staff
Brand A
Shop
Shoes
Best
London
Aggregated Shops Analysis: Bottom-up approach
Shops
Brand B Brand A Brand B

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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

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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

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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

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UK Italy
France Spain
Product Analysis – Sentiment in different countries

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Product Analysis – Emotions in different coutries
Aggregate UK Italy France Spain
Trust 70.8% 73.4% 72.6% 58.7% 72.7%
Joy 71.2% 71.3% 70.6% 62.8% 77.8%
Anger 29.8% 18.1% 29.8% 38.7% 33.3%
Disgust 33.3% 33.0% 33.1% 22.7% 41.0%

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Aggregating multiple products per brand
Reviews
Sentiment
Rating
Strengths
Weaknesses
Stroller
Light
Product
Very Light
Price
Break
Close
Bar
Mounting
Stroller
Light
Product
Price
Handy
Products 9 11
921 470
3.8 3.9
4.3 4.4
Close
Brand A Brand B

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Thank you
Emanuele Di Rosa
Chief Technology Officer @ App2Check