Utilizing Social Media Sentiment Analysis To Better Understand The Traveler Experience
Architects from Gensler’s Los Angeles Aviation and Transportation Studio have partnered with InMoment, using the platform for a firmwide research grant and leveraging sentiment analysis to make better-informed decisions about the planning and design of airports. Despite having no previous analytics experience, Gensler architects are using the platform to mine omnichannel social media data from dozens of America’s airports, finding the signal in the noise of customer feedback. The result is a deep, data-driven understanding of what travelers actually experienced in airports.
1 Week Integration Time: 3 Data Sources, 869,973 Words, 30,000 Travelers, Top 10 Airports
Gensler leverages the InMoment platform to structure and analyze massive amounts of natural language feedback. The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. The intuitive functionality of the platform means that Gensler architects can pull meaningful analysis reports, whether they have a data science background or not.
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