Feedabck Analysis: A Process Definition

Abstract

Customers Feedbacks take an important role for any business. It gives information to the new customers about their interactions with product or service. The objectives of this research work are to find out the degree of happiness of the customers and assist marketing teams in determining the gap between customers’ acceptance and product or service quality. From this gap marketers can improve their product and service quality. Customers share their reviews, ideas, experiences about the product and service quality. In this research work, authors have chosen an automobile service station named Mohan Automobile Service Station, West Bengal. In this research work authors have collected the customers feedback through questioners created in Google form. The collected feedbacks are validated and analyzed to know the insight sentiment using Python Monkey Learn tools. The result of the collected feedback is shown as positive, negative, or neutral based on the polarity of the feedback. The result will be helpful for the service station to know their weak point and they can update their service quality.