Customer Feedback and Sentiment Analysis

When customer voice is difficult to leverage

Customer feedback is valuable, but often scattered across different tools and formats. Reading each message individually allows handling individual cases, but doesn’t provide a global view of trends, recurring pain points, or satisfaction drivers.

Without structured analysis, decisions rely on occasional impressions rather than deep, shared understanding of customer expectations.

Why manual analysis quickly shows its limits

Qualitative analysis of verbatims is time-consuming and difficult to sustain over time. Comparing periods, detecting evolutions, or identifying weak signals requires careful and repeated reading of large content volumes.

This approach makes action prioritization complex and limits strategic exploitation of customer feedback.

Fasfox’s approach to sentiment analysis

Fasfox develops artificial intelligence solutions capable of automatically analyzing customer feedback, identifying discussed topics, and evaluating associated sentiment. The AI detects emerging trends, major pain points, and weak signals requiring particular attention.

Results are delivered through clear summaries, indicators, and visualizations that facilitate decision-making. The solution adapts to channels used and tracked metrics.

How it works in practice

1. Customer feedback is collected from various channels.
2. Artificial intelligence analyzes content and identifies topics.
3. Sentiment and tone of messages are evaluated.
4. Trends and weak signals are highlighted.
5. Summaries and indicators are generated.
6. Insights feed improvement actions.

Operational benefits

• Clear and consolidated view of customer satisfaction
• Early detection of pain points and opportunities
• Easier prioritization of corrective actions
• Time savings on qualitative analysis
• Decisions better aligned with customer expectations

Situations where this solution is particularly relevant

• Large volumes of customer feedback
• Multiple feedback channels
• Need to track satisfaction evolution
• Desire to structure continuous improvement approach

Deployment and integration

Fasfox deploys this solution by integrating with existing customer relationship, survey, and support tools. Topics, thresholds, and indicators are configured according to objectives and adjusted with usage.