A framework for evaluating customer satisfaction

Abstract

Along with the activity of human on social media platform increasing, social media analysis has been widely used in various fields' research, including sentiment analysis. In this paper, we propose a framework to evaluate customer satisfaction on the basis of the data from social media platform and the technology of sentiment analysis. Evaluating customer satisfaction based on the comments from social media platform is very authentic and reliable for the reason that people prefer to tell the true feeling in social media rather than in business survey. Thus our analysis result can help potential customer pick out the most suitable one according to their demands when facing so many choices. And furthermore, the result can provide great valuable insight for companies to improve their services. For better demonstrate our approach, we take six American airlines as example to explain the process minutely and our source data is collected from Twitter.