Objective / Business Problem
Experience brands, especially in the highly competitive restaurant sector, face the critical challenge of managing their reputation on review platforms viewed by millions. While external review data provides invaluable insights into brand perception and competitive positioning, collecting, cleaning, and extracting meaningful insights from this vast unstructured data is complex, resource-intensive, and expensive.
Solution Overview:
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Scraped over 10 million customer reviews spanning 100,000+ restaurants across India, aggregating an extensive dataset of consumer feedback.
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Analyzed this combined textual and structured data to answer key business questions
- What keywords and topics dominate customer conversations?
- Which specific restaurant elements require improvement (e.g., service quality, staff behavior, ambience)?
- What is the overall customer sentiment and mood towards these establishments?
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Applied advanced text analytics techniques including
- Machine Learning-based topic classification to categorize and summarize discussion themes.
- Sentiment analysis to gauge positive, neutral, or negative emotions.
- Keyword parsing and relation extraction to identify key drivers of satisfaction or dissatisfaction.
Outcomes and Impact:
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Delivered a comprehensive reputation management framework that empowered restaurants to understand customer perceptions at scale.
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Enabled data-driven decision making to prioritize operational improvements focused on high-impact areas like service and ambience.
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Facilitated competitive benchmarking, helping brands identify unique strengths and weaknesses relative to peers.
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Provided a cost-effective alternative to manual data processing by automating external data collection and analysis.
- Enhanced customer engagement strategies and improved brand loyalty by responding proactively to critical feedback trends.
Business Value:
This solution significantly reduces the complexity and cost of managing online brand reputation while converting massive unstructured data into strategic insights, thus enabling experience brands to protect and grow their market presence through informed, timely interventions.
