Apple vs Samsung

Introduction

The technology industry is marked by fierce competition, particularly between Apple and Samsung, two of the world’s leading consumer electronics brands. These companies have established dedicated user bases, yet their reputations are shaped by customer experiences and perceptions. By analyzing customer reviews, we can uncover insights into how users perceive their products and services.

This report leverages sentiment analysis to explore and compare customer reviews for Apple and Samsung. By collecting unstructured review data from Trustpilot, this analysis seeks to address three key questions.

Key Questions:

Here are couple key questions that I am going to look at when comparing Apple vs. Samsung:

1. How do Apple and Samsung users feel about their customer service experiences?
2. Has sentiment toward Apple or Samsung changed over time?
3. What emotions (e.g., joy, anger, sadness) are most expressed by Apple vs. Samsung users?

How do Apple and Samsung users feel about their customer service experiences?

The bar for Apple has a slightly more negative average sentiment score compared to Samsung, indicating that users may be less satisfied with their customer service experiences.

While still negative, Samsung’s average sentiment score is closer to neutral, suggesting relatively better customer satisfaction compared to Apple.

Conclusion: From this graph, it appears that both brands have room for improvement in their customer service, as the sentiment scores are negative. However, Samsung users seem to express less dissatisfaction with their experiences than Apple users.

Has sentiment toward Apple or Samsung changed over time?

The sentiment toward Apple and Samsung appears to have fluctuated throughout the period represented on the graph. For Apple, sentiment starts at a negative value and then increases in early November before dropping again in December. Conversely, Samsung’s sentiment starts at a similar negative value but rises consistently throughout the period, crossing above Apple’s sentiment in November and continuing to increase through December. This indicates that while both brands experienced changes in sentiment, Samsung’s sentiment generally improved over time, while Apple’s sentiment fluctuated more dramatically.

What emotions (e.g., joy, anger, sadness) are most expressed by Apple vs. Samsung users?

Apple Users use emotions such as anger, disgust, and anticipation are more frequently expressed, with these emotions having relatively higher counts compared to others like joy, fear, and trust.

Samsung Users: The most prominent emotion is trust, which is expressed significantly more than other emotions. Other emotions like anger, anticipation, and disgust are also expressed, but in smaller amounts compared to the trust emotion.

Conclusion: Apple users tend to express a broader range of emotions with notable expressions of anger, anticipation, and disgust. Samsung users primarily express trust, along with moderate expressions of other emotions like anger and anticipation.

Conclusion

These findings provide insights that can help shape marketing strategies and customer engagement efforts for both brands. By focusing on improving areas of dissatisfaction, particularly for Apple, and capitalizing on positive sentiments, both brands can refine their approaches to strengthen public perception and customer loyalty.