A review analysis is an important tool for understanding customers needs and to help the company further enhance themselves. For this assignment our goal was to pick one of our companies and do a review analysis through Google Maps and Chat GPT or Leonardo.AI.
Positive Review Analysis
FIRST ANALYSIS
I found positive reviews off of The Boutique Hubs platform and pasted those reviews into Chat GPT. We were suppose to find 4 -5 star reviews off of the Google Maps when we searched the business’s name. However, I searched ‘The Boutique Hub’ in google maps and it was not giving me the correct business, which is why I had to go an alternative route. My reviews did not have ratings, but I used positive ones. Then I typed in the prompt ‘What are the customers most satisfied with based on the reviews?’ with the few reviews I found.
RESULT:
Based on these reviews, customers are most satisfied with:
- Education and Support: Many members value the educational resources and support from The Boutique Hub, which help them improve their business operations and avoid challenges that could lead to closing.
- Community and Collaboration: The platform offers a sense of community and camaraderie, where members can brainstorm together and gain reassurance that they aren’t facing challenges alone.
- Implementable Recommendations: Users appreciate the practical recommendations they can implement directly, helping them see real benefits in their businesses.
This combination of education, support, and a collaborative community seems to be at the core of what members find most beneficial about The Boutique Hub.
SECOND ANALYSIS (further analysis – word association)
For the second step, I typed in the prompt ‘Extract positive keywords from those reviews, and analyze the frequency and associations of these keywords.’
RESULT:
Positive Keywords:
- Helpful
- Implementing
- Recommendations
- Thankful
- Education
- Support
- Learned
- Proud
- Community
- Brainstorming
- Not alone
- Platform
- Together
Frequency & Associations:
Analyzing frequency and associations can give insights into what members value the most and what The Boutique Hub provides that meets those values.
1. High-Frequency Keywords:
- Support and Education are frequently mentioned, highlighting that these are critical services The Boutique Hub provides.
- Community and Together suggest a collective spirit and indicate how members perceive the platform as a place to collaborate and gain support.
2. Keyword Associations:
- Education and Support are often associated, implying that the learning experience is enhanced by a support system that members rely on.
- Community and Not Alone are closely related, indicating that customers value the platform’s role in preventing isolation, fostering a team-like atmosphere.
- Recommendations and Implementing show that members aren’t just learning theoretically; they’re actively applying advice and seeing tangible results.
- Thankful and Proud suggest positive emotional responses associated with being a part of the platform, indicating loyalty and satisfaction.
The repeated emphasis on “education,” “support,” “community,” and “recommendations” reflects a service that empowers and connects, making these essential elements for ongoing customer satisfaction.
RECOMMENDATION
For the last step, I typed in the prompt ‘What would be suggestions from the findings?’
RESULT:
1. Expand Educational Resources:
- Given the importance of education, consider offering more specialized workshops, advanced courses, or certification programs tailored to different stages of business growth.
- Introduce “success pathway” guides, helping members follow structured paths based on their goals, such as boosting sales, improving marketing, or optimizing operations.
2. Enhance Support Systems:
- Provide more interactive support options, such as one-on-one coaching or mentorship programs, where members can get personalized guidance.
- Implement “Office Hours” where experts are available live to answer questions, providing members with real-time support.
3. Strengthen the Community Experience:
- Foster the collaborative spirit by creating smaller, focused groups within the platform (e.g., “New Boutique Owners” or “Established Owners Scaling Up”) where members can connect with others facing similar challenges.
- Encourage regular “brainstorming sessions” and “idea-sharing meetings,” where members can gather to discuss specific business challenges and share experiences.
- Create recognition opportunities (like “Member of the Month”) to celebrate members’ achievements, helping them feel proud and valued.
4. Emphasize Implementable Recommendations:
- Offer practical toolkits, checklists, and “quick wins” guides, making it easier for members to immediately apply what they learn.
- Add case studies or “before and after” stories highlighting how other members have implemented recommendations, which can inspire others and provide actionable insights.
5. Highlight Emotional Connection and Member Success:
- Continue emphasizing testimonials and success stories that showcase the supportive, collaborative, and growth-oriented nature of the platform.
- Consider organizing virtual or in-person meetups to reinforce the “we’re in this together” atmosphere, helping to strengthen the bonds among members.
These suggestions could deepen member engagement, improve outcomes, and foster a sense of pride and loyalty, making The Boutique Hub an even more indispensable resource.
Negative Review Analysis
FIRST ANALYSIS
Our goal is to find negative reviews with 1-2 star ratings. I ran into the same problem as before with the positive reviews with Google Maps, and I was not able to find many negative reviews. With that, I used the one and only negative review I could find. I typed the prompt, ‘What are the customers least satisfied with based on the reviews?’ with the list of negative reviews.
RESULT:
- App Stability Issues: Customers experience frequent errors and crashes when opening the app, which prevents them from using it effectively.
- Reliability: An app that consistently fails to work as expected may lead to frustration and reduced trust in the platform’s technical reliability.
These issues could impact customers’ overall experience and their ability to access The Boutique Hub’s resources seamlessly.
SECOND ANALYSIS
Then I typed in the prompt, “Extract negative keywords from those reviews, and analyze the frequency and associations of these keywords.”
RESULT:
Frequency & Associations:
1. High-Frequency Keywords:
- Error and Crash are significant indicators of technical issues, suggesting that customers frequently encounter disruptions while trying to access the app.
- Doesn’t work is a broad and impactful phrase, as it conveys frustration and a lack of functionality, which could affect customers’ trust in the app.
2. Keyword Associations:
- Error and Closes are commonly associated, indicating a recurring issue where customers cannot keep the app open long enough to use it effectively.
- Crash and App stability are related, showing that the app’s performance issues may be systemic, potentially requiring a technical overhaul or updates to improve stability.
These associations point to a need for immediate attention to app performance, as these issues directly impact usability and customer satisfaction.
RECCOMENDATION
The prompt I typed in ‘What would be suggestions from the findings?’
To address the app-related dissatisfaction, here are some targeted suggestions:
1. Prioritize App Stability and Reliability:
- Conduct a comprehensive technical audit of the app to identify and fix root causes of frequent crashes and errors.
- Invest in software updates and bug fixes to ensure smoother functionality and enhanced stability, addressing the most commonly reported issues first.
2. Improve Testing and Quality Assurance (QA):
- Implement more rigorous testing protocols for new updates and features before releasing them, including beta testing with a small group of users to catch issues early.
- Consider using automated testing tools to regularly check for crashes, load times, and other performance issues on various devices and operating systems.
3. Increase Communication with Users:
- Communicate with users about app updates, fixes, and expected downtime to keep them informed and build trust.
- Provide a feedback feature within the app where users can easily report issues directly, which could streamline issue identification and resolution.
4. Offer Temporary Workarounds or Alternatives:
- If feasible, provide an optimized mobile-friendly website version as an alternative for users who experience issues with the app.
- Offer clear troubleshooting tips on a support page that users can access if they encounter crashes, helping them find potential solutions or workarounds while improvements are underway.
5. Create a Customer Support Path for Technical Issues:
- Establish a dedicated support channel (such as an in-app chat or email) specifically for technical issues, ensuring quick responses to app-related concerns.
- Track common issues reported by users to identify trends and address frequently reported problems more proactively.
By focusing on app reliability and transparency, The Boutique Hub can minimize user frustration and reinforce its commitment to a positive customer experience.