Customer Sentiment Analysis on Insurance Products

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Customer Sentiment Analysis on Insurance Products

Web Data Automation for Finance Case Study

Problem Statement

A leading review-led marketplace for insurance brokers in the UK, identified key business needs to enhance its online presence and reputation. Their primary concern is the need to systematically gather and consolidate 100K new reviews on a weekly basis from diverse sources pertinent to the listed insurance service providers.

Our solution

In response to specific business requirements, a tailored solution was implemented:

Weekly Review Aggregation: Developed a dynamic scraping framework to efficiently aggregate new reviews posted in relevant sources for the specified list of insurance service providers on a weekly basis.
Historical Review Compilation: Compiled historical reviews focusing on a one-month timeframe to provide a comprehensive snapshot of past performance.
Review Response Timestamps: Included the review responses along with timestamps for historical reviews, particularly focusing on responses posted in the two weeks prior to the scraping date.
Web-Based Content Management System: Implemented a user-friendly web-based content management system equipped with intuitive dashboards, ensuring easy access and efficient monitoring.

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Benefits

The implemented solution yielded tangible benefits:

Enhanced Online Reputation Management: Our solution achieved a notable 25% increase in positive customer sentiment within the first three months and gained substantial control over its online reputation by staying informed about new reviews and responding promptly.
Dynamic and Enriched Reviewing Process: The solution facilitated a more dynamic and enriched reviewing process, enabling them to adapt swiftly to changing customer sentiments.