Research on customer complaint hotspot identification and product improvement strategies driven by sensory analysis
Jiayin Li
University of Science and Technology
Junxiu Liu
University of Science and Technology
Ma AoxiangZhang
University of Science and Technology
XiYi Zhang
University of Science and Technology
Yao Ma
University of Science and Technology
DOI: https://doi.org/10.59429/bam.v6i4.8357
Keywords: Sentiment analysis; Customer complaints; Hotspot identification; Product improvement
Abstract
With the continuous upgrading of consumer demand for products and services, it is particularly crucial for enterprises to identify problems and optimize services through complaints revealed in customer feedback. In natural language processing technology, sentiment analysis occupies a core position and can help enterprises extract useful data from numerous feedbacks. This article uses sentiment analysis techniques to focus on exploring the core issues in customer complaints and proposes targeted product optimization suggestions based on this. Introduced the working principle of sentiment analysis and its unique features in the field of customer service. Through case analysis, the complaint focus has been clarified in terms of product quality, transportation process, price information communication, and operational convenience. Based on sentiment analysis, strategies for product improvement have been proposed, such as analyzing the root causes of quality complaints, improving logistics and distribution efficiency, revising pricing policies, and conducting user experience evaluations, providing theoretical basis and practical guidance for enterprises to improve customer satisfaction and enhance product market competitiveness.
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