zenloop's sentiment analysis helps you to understand your customer's mood by identifying if the overall comments and Smart Label topics are viewed positively, negatively or neutrally.

But how does it work?

The flow is as follows;

1. Customer leaves a comment:

"Super product, super quality, but too high price"

2. The keywords from your Smart Label Dictionary are matched to the keywords in the comment and the Smart Labels are applied:

  • Keyword: pricePrice

  • Keyword: quality Quality

3. The full comment is analysed for sentiment. This results in the Sentiment per comment:

4. The comment is then checked for where the keywords can be found and then uses our separator rules to break up the sentence. For the below example, the separator is the comma;

Super product, [super quality], [but too high price]

5. These sections are individually analysed to form the Label Sentiment:

The Separator Rules are:

If comment contains one sentence → we use the comma as a separator

If comment contains multiple sentences → we use the following punctuation marks as separators;

  • ,

  • .

  • !

  • ?

Additionally we use the following stopwords as separators:

EN:

  • although

  • but

  • yet

  • however

  • otherwise

  • unless

DE:

  • obwohl

  • jedoch

  • aber

  • allerdings

In the cases of ,dass and , dass → the comma won't be treated as a separator.

Please note:

  • The comment and Smart Label sentiment is analysed independently of the score. For example, an NPS score of 9 has no bearing on the sentiment analysis

  • If none of the separator rules can apply, no label sentiment will apply (e.g. no punctuation marks)

Expression Exceptions

There are some words or phrases that will result in a default sentiment being assigned to the relevant Smart Label.

This means that when these expressions are detected within the comments, the sentiment is automatically assigned as follows:

English

Expression

Sentiment

cheap price

positive

German

Expression

Sentiment

leider etwas teuer

Negative

unkompliziert

Positive

unkomplizierter Versand

Positive

unkomplizierte Rückgabe

Positive

ohne Aufpreis

positive

günstig

positive

günstige Preise

positive

wie erwartet angekommen

positive

problemlos

positive

unproblematisch

positive

Keine Versandkosten

positive

kurz

positive

rasch

positive

schnell

positive

rasche Abwicklung

positive

schnelle Abwicklung

positive

tadellose Abwicklung

positive

rasche Lieferung

positive

super Auswahl

positive

super vielfältige Auswahl

positive

keine Komplikationen

positive

Niedrige

positive

Please note:

  • The expression exceptions will still apply, even if there are no separators present (e.g. when there is no punctuation in the sentence)

  • The assignment of the automatic sentiment is based on the word stem. For example, cheap price=positive would also work for cheaper price

  • For more information on Smart Labels, stems and keywords - click here.

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