Applying natural language processing to analyze customer satisfaction

ABSTRACT - The aim of this paper is to analyze customer satisfaction by applying natural language processing (NLP). We have collected over 50,000 airline reviews from TripAdvisor data in the period from 2016 until 2019. This analysis demonstrates the capability of discovering the pain points of the customers by using data science techniques related to NLP. Our study shows that in today`s world, data-driven decisions must be taken quickly in order to maintain customer satisfaction and prevent customer churn.© 2021 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works