Can Customer Feedback Analysis explain Amazon’s market position?
Samsung is one of the most recognizable names in technology and produces about a fifth of South Korea’s total exports. Samsung specializes in the production of a wide variety of consumer and industry electronics, including appliances, digital media devices, memory chips, and integrated systems.
Samsung is generally known for its TVs and mobile phones. We wanted to see what we could learn about their TV’s from a consumer’s perspective and how they are being received. So we took 683 reviews about Samsung’s Flat 55-Inch 4K UHD 7 Series posted on Amazon and ran them through Gavagai explorer. Here is what we learned!
Here are three things we found out!
The topic “screen” is the biggest negative driver in this project. When we take a closer look at the topic, we can see that it occurs mostly in relation to the topic “black”.
The topics “picture” and “sound” are the two highest-rated topics and therefore big positive drivers. This indicates that customers are content with these two qualities of the product.
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The topic “connected” is an interesting topic. Upon further studies, there seems to be a problem with the connectivity of the TV.
What does this mean for Samsung?
Customers are experiencing loss of connection even when other devices in the home are connected. The occurrence ratio has been more or less the same since April 2019 but the net sentiment is dropping.
The topic “screen” is also a negative driver and as stated above occurs in relation to the topic “black”. It seems like there are black bars on the screen limiting the field of vision. However, further studies here might be needed in order to rectify the problem.
A worrying indication in this analysis is the last insight on the topic “reviews”, in which there seems to be dissatisfaction with the treatment and reliability of amazon reviews among customers.
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