Google My Business Sentiment Analysis
Description
🧠 Context
As part of a continuous improvement approach for customer experience, CHANEL aimed to extract strategic insights from Google My Business reviews across its physical stores worldwide.
🚧 Challenge
The brand received thousands of reviews but lacked tools to extract trends or weak signals. Manual analysis was time-consuming and didn’t allow quick detection of irritants or customer excellence drivers.
💡 Solution
I developed an automated sentiment analysis system for GMB reviews, combined with thematic and geographic segmentation:
- Extraction of thousands of Google reviews
- Data cleaning and normalization
- Sentiment classification (positive, negative, neutral)
- Identification of key themes and recurring trends
- Visualization through Power BI dashboard
This solution enabled:
- to highlight clear improvement areas for retail teams
- to showcase key strengths to preserve
- CHANEL
- www.chanel.com
- 2025
- Technical SEO
- Freelance SEO Consultant