Group Assignment 4 - Sentiment Analysis for Different Firms.

Submitted by: Team Forbesganj

Firm Name: #1. BMW

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.321 suggesting that BMW uses positive words when describing its own products. On an average, the 29 documents have 926 words, suggesting that BMW also attempts to convey messages in as little words as possible.

The URLs with the highest and the lowest sentiment scores are:

An interesting analysis is that in the firm generated links the most frequently used positive words are:

    luxury, advanced, fast, sustainability, innovation

while very few negative words which like disabled, breakdown which too are used in context of measures taken by BMW - so not really negative as feedback for the products.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is 0.246 suggesting that consumers use positive words when describing BMW’s products. On an average, the 29 documents have 2095 words, suggesting that users are very expressive when it comes to commenting on BMW’s products.

The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    luxury, best, recommend, reliable, valuable

These words match well with the firm generated links emphasizing that the values that BMW stands for is translated to its customers and they too vouch for the same.

This if validated from the fact that the difference in the sentiment scores b/w firm & non-firm is not much therefore translating to mostly positive feedback.

Firm Name:#2. ExxonMobil

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.259 suggesting that ExxonMobil uses positive words when describing its own products & service offerings. On an average, the 22 documents have 824 words, suggesting that ExxonMobil also attempts to convey messages in as little words as possible.

The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used positive words are:

    super, advanced, commitment, sustainability, support

these being the key pillars to ExxonMobil’s services & marketing strategy. The negative words picked up from the analysis are crude, freeze and issues and this is more to do with the analysis text analysis picking up crude as a negative word while in the oil industry its reference is towards crude oil or the base form of oil extracted from rigs - so in summary positive words dominate the firm generated links.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is 0.055 suggesting that there was neutral response when describing ExxonMobil’s products & service offerings. On an average, the 31 documents have 2995 words, suggesting that users are very expressive when it comes to commenting on ExxonMobil’s products & service offerings.

The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    innovation, top, leading, sustainability, diversified

These words re-affirm the key narrative in the firm generated links, however the crisis on climate impact resulted in strong negative retaliation to ExxonMobil.

This is validated by the significant difference in the sentiment scores for firm & non firm generated links. While there is no question from the consumers on the credibility & reliability of Exxon Mobil’s products the risks & impact on climate has led to negative articles about the brand recently.

Firm Name:#3. American Express

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.334 suggesting that American Express uses positive words when describing its own products & service offerings. On an average, the 28 documents have 1087 words, suggesting that American Express also attempts to convey messages in as little words as possible.

The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used positive words are:

    popularity, flexibility, benefits, secure, gold

these highlighting the mainly the features of the credit cards that AMEX offers & the popularity of these cards in the market. The negative words picked up from the analysis are payback, fraud, lost & stolen - however these are not negative feedback but situations that customers can face while using credit cards - these links offer support & guidelines for customers facing such issues - so in summary positive words dominate the firm generated links.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is 0.256 suggesting that there was customers use positive words when describing the products & services offered by American Express. On an average, the 25 documents have 2213 words, suggesting that users are very expressive when it comes to commenting on AMEX.

The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    free, savings, passionate, commitment, sustainable

These words re-affirm AMEX’s vision of providing the best products to its customers while at the same time ensuring that the customers’ transactions are safe. This is validated from the fact that the sentiment scores of both the firm & non-firm links are pretty similar to each other.

Firm Name:#4. TESCO

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.301 suggesting that Tesco uses positive words when describing its own products & service offerings. On an average, the 35 documents have 801 words, suggesting that Tesco also attempts to convey messages in as little words as possible. The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used positive words are:

    best, support, guarantee, affordable, convenience

these words highlight what the Tesco brand stands for i.e. providing quality products under one roof to customers at the best & affordable prices. Most of the links have No negative words , therefore in summary positive words dominate the firm generated links.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is 0.171 suggesting that the customers use positive words when describing the products & services offered by Tesco. On an average, the 20 documents have 1592 words, suggesting that users are very expressive when it comes to commenting on Tesco. The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    free, convenience, best, low cost, trust

These words re-affirm what’s been mentioned on the firm generated links of Tesco i.e. providing high quality & affordable products to its customers. Few of the negative feedback received is actually related to a different company altogether.

Therefore, the strong positive sentiments shared regarding Tesco can be validated from the sentiment scores of the firm & non-firm links - since these are pretty close to each other, the overall customer experience about the brand is positive.

Firm Name:#5. Medtronic

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.184 suggesting that Medtronic uses positive words when describing its own products & services. On an average, the 34 documents have 519 words, suggesting that Medtronic also attempts to convey messages in as little words as possible. The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used words are:

    innovative, improve, patient, efficient, help

these words highlight the steps Meadatronic takes in the healthcare business of providing efficient, innovative healthcare solutions to patients helping them recover from illnesses. The negative words that come out from the analysis like chronic, pain, problems, etc are actually in reference to the illnesses Medatronic’s aims at tackling. Therefore, the overall sentiment is positive from the firm generated links.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is 0.002 suggesting that the feedback is neutral when describing the products & services offered by Medatronic. On an average, the 23 documents have 1203 words, suggesting that users are very expressive when it comes to commenting on Medatronic. The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    improve, sustainability, patient, free, innovation

These words re-affirm that Medatronic provides sustainable solutions to patients that helps improve the quality of life. Most of the negative words in the analysis are illnesses of patients been picked up which makes the overall sentiment neutral. However, it is not feedback on medatronic or its products.This can be validated from the fact that there is no adverse feedback in the analysis & the lowest sentiment score is -0.19. Therefore, the overall sentiment is positive about Medatronic.

Firm Name:#6. Morgan Stanley

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.222 suggesting that Morgan Stanley uses positive words when describing its own products & services. On an average, the 20 documents have 660 words, suggesting that Morgan Stanley also attempts to convey messages in as little words as possible. The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used words are:

    sustainable, dedicated, leading, improving, innovative

these words highlight Morgan Stanley’s vision towards providing the best financial services to its customers. The negative words are limited. Therefore, the overall sentiment is positive from the firm generated links.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is .075 suggesting that the feedback is neutral when describing the products & services offered by Morgan Stanley. On an average, the 38 documents have 1249 words, suggesting that users are very expressive when it comes to commenting on Morgan Stanley. The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

    leading, sustainability, support, benefits, commitment

These words re-affirm that Morgan Stanley provides support and is committed to delivering the best financial solutions to its customers.. The negative words from the analysis are penalty, fraud & crisis describing how the financial sector had seen difficult times in the recent past. The impact this has had can be seen from the difference in the sentiment scores of the firm & non-firm generated links - while the firm links are positive, the non-firm links are neutral.

Firm Name:#7. MasterCard

i. Firm-Generated Text.

The average sentiment score for the firm-generated text is 0.317 suggesting that MasterCard uses positive words when describing its own products & services. On an average, the 25 documents have 512 words, suggesting that MasterCard also attempts to convey messages in as little words as possible. The URLs with the highest and the lowest sentiment scores are:

In the firm generated links the most frequently used words are:

    support, benefits, confidence, priceless, protection

these words being the pillars of what MasterCard stands for. Hardly any negative words and those that have been picked up like emergency, fraud & liability is because of possible situations customers can find themselves in and MasterCard has written on its web pages what customers should do when in such situations. The sentiment is positive and this can be made out from the fact that the lowest sentiment score is of only -0.08.

ii. Non-Firm-Generated Text.

The average sentiment score for the non firm-generated text is .186 suggesting that the users use positive words when describing their experience of using products & services offered by MasterCard. On an average, the 29 documents have 953 words, suggesting that users are expressive when it comes to commenting on MasterCard but relatively keep it short as they mostly have positive feedback. The URLs with the highest and the lowest sentiment scores are:

The most frequent positive words used by the non firm generated links are:

     secure, priceless, support, convenient, best

These words support the positive sentiment seen from the firm generated links that MasterCard is indeed one the most preferred brands in their field. The fact that only two links from the non-generated links had negative sentiment scores is a re-affirmation that the sentiment about MasterCard is positive. This is validated from the fact that there is not much difference between the average sentiment scores of firm & non-firm links.

Firm Name:#8. CPIC (China Pacific Insurance)

i. Firm-Generated Text.

There is only 1 document from the total 55 documents which is firm generated. It has a sentiment score of 0.624 where CPIC uses positive words when describing its own services. CPIC uses 3076 words on its main website describing its services in detail. The URLs with the highest and the lowest sentiment scores are:

Most of the other links are irrelevant as they lead to links of other firms.

ii. Non-Firm-Generated Text.

There are only 3 documents from the total 55 documents which are non firm generated while the other 51 are irrelevant. The average sentiment score for the non firm-generated text is .068 suggesting that the review is neutral when describing CPIC’s services offered. On an average, the 3 documents have 775 words. The URLs with the highest and the lowest sentiment scores are:

Since most of the links are irrelevant as the discussion is not about China Pacific Insurance Company analyzing the text analysis in dept will lead to incomplete analysis as the sampled data is not representative.

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