Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: reviews on Facebook are more emotional compared to reviews on TripAdvisor and Yelp.
Reviews on Facebook are more emotional compared to reviews posted on TripAdvisor and Yelp, according to a recent study from Arizona State University.
When consumers post reviews on Facebook, they know their friends will see the reviews, so they use more emotional language, according to the researchers.
The researchers used text-mining software to analyze the words in restaurant reviews on Yelp and TripAdvisor. They put the words into three linguistic categories: emotional, cognitive and negation, or disagreeing.
This study shows that there are many different ways to analyze the text of online reviews. Learn as much possible on how to manage and use customer feedback right now because researchers have only just started to understand what kinds of insights can be found in online reviews.