Case Study: Enhancing Hospitality Services Company improves customer satisfaction with Mu Sigma's customer sentiment analysis

Enhancing Hospitality Services Using Customer Sentiment Analysis

Enhancing Hospitality Services Company partnered with Mu Sigma to improve customer delight, operations, and staff protection during the COVID-19 pandemic. The customer needed a way to understand how its products and services for restaurants influenced guest experience, food safety, and public health practices in a rapidly changing hospitality environment.

Mu Sigma built a customer sentiment analysis framework using muOBI from its AOPS framework, applying sentiment analysis on 100,000+ reviews, topic modeling, normalized KPIs, key-driver analysis, structured equation modeling, and Power BI dashboards. The solution helped the customer identify the drivers of restaurant success and improve financial performance by 20% through better health and safety practices; Mu Sigma noted that the approach is now being adapted for food retail customers as well.