Objective and Scope:

The client, a consulting and advisory firm, wanted to assess customer satisfaction and conduct a comparative benchmarking analysis of five companies. For this, it sought Benori's support in: 

• Analyzing customer feedback, reviews, and ratings to identify key pain points and positive experiences
• Comparing customer perceptions across the selected companies to understand relative strengths and weaknesses
• Identifying opportunities for service enhancements and competitive differentiation

Approach:

We employed web scraping to collect customer feedback from various platforms, including review sites and travel forums. Using Generative AI capabilities, including specific LLMs, we analyzed sentiment across the entire customer journey, from booking to room services, as iterative prompt engineering refined sentiment classification as positive, negative, or neutral.

Impact:

The insights from the study and the infographics created helped the client in:

• Benchmarking brand perception across the five companies to assess competitive positioning
• Developing data-driven strategies for improving customer satisfaction and loyalty
• Enhancing communication and marketing efforts based on sentiment trends and feedback analysis