This workflow was constructed to understand the consumers’ feedbacks and issues about airline's service quality to improve customer satisfaction.
In this worklow there are four different analysis levels:
1- NPS(Net Promoter Score) Analysis
2- Correlation Analysis between overall ratings and touchpoints
3- Word clouds based on positive and negative comments
4- Predicting sentiments to understand a comment was written by customer is negative or possitive. The model was built on the "02_Building_Model" workflow is used for this issue.
EXAMPLES Server: 60_Innovation_Notes/06_Customer_Experience_and_Sentiment_Analysis/03_Guided_Analytics60_Innovation_Notes/06_Customer_Experience_and_Sentiment_Analysis/03_Guided_Analytics*
Download a zip-archive
* Find more about the Examples Server here.
The link will open the workflow directly in KNIME Analytics Platform (requirements: Windows; KNIME Analytics Platform must be installed with the Installer version 3.2.0 or higher). In other cases, please use the link to a zip-archive or open the provided path manually