{"id":13742,"date":"2024-10-31T13:06:29","date_gmt":"2024-10-31T13:06:29","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/"},"modified":"2026-03-05T17:44:28","modified_gmt":"2026-03-05T17:44:28","slug":"customer-sentiment-analysis","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/","title":{"rendered":"Customer Sentiment Analysis: What Is It and How to Collect Data for It"},"content":{"rendered":"<p>Understanding how customers truly feel about your product is essential for building a loyal user base and staying competitive. Without <a href=\"https:\/\/userpilot.com\/product\/user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer sentiment insights<\/a>, you\u2019re left in the dark\u2014unable to spot emerging trends or craft marketing campaigns that resonate.<\/p>\n<p>If you want to learn how to conduct a customer sentiment analysis and build stronger relationships with your users, you\u2019re in the right place. Read on to find out how!<\/p>\n<h2 id=\"41kg0\"><strong>What is customer sentiment analysis?<\/strong><\/h2>\n<p>Customer sentiment analysis is the process of collecting and <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-analysis-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyzing feedback<\/a> to understand how customers feel about your brand, product, or individual features: are they positive, negative, or neutral about its functionality and the user experience it offers?<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-sentiment-analysis_3179afa4a12d5c1ebc837186e85ef9db_800.webp 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-sentiment-analysis_3179afa4a12d5c1ebc837186e85ef9db_800.webp 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-sentiment-analysis_3179afa4a12d5c1ebc837186e85ef9db_800.webp\" alt=\"Customer sentiment analysis\" \/><\/picture><figcaption>Customer sentiment analysis.<\/figcaption><\/figure>\n<p><!--ARCADE EMBED START--><\/p>\n<div style=\"position: relative; padding-bottom: calc(56.8027% + 41px); height: 0px; width: 100%;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%; color-scheme: light;\" title=\"Product Analytics\" src=\"https:\/\/sw11.userpilot.com\/2vKrdyNnsiHwTtGnBWmb?embed&amp;embed_mobile=tab&amp;embed_desktop=inline&amp;show_copy_link=true\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<h2 id=\"3qep9\"><strong>Why is customer sentiment analysis important?<\/strong><\/h2>\n<p>Here are three benefits your product enjoys when you perform customer sentiment analysis.<\/p>\n<h3 id=\"3chgq\"><strong>Identify customer expectations and needs<\/strong><\/h3>\n<p>User sentiment analysis allows you to understand user feelings towards your product. This often reflects to what extent your product <a href=\"https:\/\/userpilot.com\/blog\/satisfy-customer-needs\/\" target=\"_blank\" rel=\"noopener noreferrer\">satisfies their needs<\/a>.<\/p>\n<p>If users express positive emotions towards your product, it means you&#8217;re on the right course. If they show negative sentiments, there&#8217;s work to be done, and you need to adjust your strategies.<\/p>\n<div id=\"up-sent-widget-container\"><!-- Progress Bar --><\/p>\n<div class=\"up-sent-progress-track\">\n<div id=\"up-sent-progress-fill\"><\/div>\n<\/div>\n<p><!-- Slide 1: Intro --><\/p>\n<div class=\"up-sent-slide up-sent-active\" data-step=\"1\">\n<h3>Are you effectively using customer sentiment analysis to improve customer engagement?<\/h3>\n<p>Take this quick assessment to see if you are truly capturing how your users feel, or just collecting data.<\/p>\n<div class=\"up-sent-options-list\"><button class=\"up-sent-option-btn up-sent-start-btn\">Start Assessment<\/button><\/div>\n<\/div>\n<p><!-- Slide 2: Question 1 --><\/p>\n<div class=\"up-sent-slide\" data-step=\"2\">\n<h3>How do you currently analyze the emotional tone of open-ended feedback?<\/h3>\n<div class=\"up-sent-options-list\"><button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">Manual Review<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(Reading through CSV exports one by one)<\/span><br \/>\n<\/button><br \/>\n<button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">Basic Keyword Search<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(Searching for words like &#8220;bad&#8221; or &#8220;good&#8221;)<\/span><br \/>\n<\/button><br \/>\n<button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">AI &amp; Sentiment Tagging<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(Automated NLP to categorize positive\/negative sentiment)<\/span><br \/>\n<\/button><\/div>\n<\/div>\n<p><!-- Slide 3: Question 2 --><\/p>\n<div class=\"up-sent-slide\" data-step=\"3\">\n<h3>What happens when a user expresses negative sentiment (e.g., Detractor NPS)?<\/h3>\n<div class=\"up-sent-options-list\"><button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">Nothing \/ Manual Email<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(We might reach out if we have time)<\/span><br \/>\n<\/button><br \/>\n<button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">Generic Automated Reply<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(&#8220;Thanks for your feedback&#8221; auto-responder)<\/span><br \/>\n<\/button><br \/>\n<button class=\"up-sent-option-btn\"><br \/>\n<span class=\"up-sent-opt-label\">Targeted In-App Flow<\/span><br \/>\n<span class=\"up-sent-opt-desc\">(Triggering a support modal or booking link immediately)<\/span><br \/>\n<\/button><\/div>\n<\/div>\n<p><!-- Slide 4: Conclusion\/CTA --><\/p>\n<div class=\"up-sent-slide\" data-step=\"4\">\n<h3>Close the loop instantly<\/h3>\n<p>Don&#8217;t let negative sentiment fester. Userpilot helps you perform customer sentiment analysis to improve customer engagement by automatically tagging responses and triggering personalized in-app experiences to win users back.<\/p>\n<div class=\"up-sent-options-list\"><button class=\"up-sent-cta-final\"><br \/>\nGet a Userpilot Demo<br \/>\n<\/button><\/div>\n<p class=\"up-sent-subtext\">Automate your feedback loop today.<\/p>\n<\/div>\n<\/div>\n<p><!-- REPLACE THE SOURCE BELOW WITH YOUR UPLOADED FILE URL --><br \/>\n<script defer src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2024\/10\/customer-sentiment-analysis.js\" defer><\/script><\/p>\n<h3 id=\"r87\"><strong>Optimize the user experience<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/user-experience-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">User experience<\/a> is not only about how your product solves customers\u2019 problems but also how they feel during the entire journey with you. The best way to understand it is by analyzing customer feedback.<\/p>\n<p>Thanks to customer sentiment analysis, you can identify positive and negative customer feedback. This allows you to fix the underlying issues and <a href=\"https:\/\/userpilot.com\/blog\/saas-personalized-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">create a better experience for your users<\/a>.<\/p>\n<h3 id=\"cmttd\"><strong>Increase customer satisfaction and loyalty<\/strong><\/h3>\n<p>Satisfying user <a href=\"https:\/\/userpilot.com\/blog\/customer-wants-and-needs-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">needs and wants<\/a> and offering a positive experience are essential for their perception of value. Consequently, by acting on the sentiment analysis insights, you can increase their satisfaction.<\/p>\n<p>And <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer loyalty<\/a>.<\/p>\n<p>Customers who see that you value their feedback and implement steps to<a href=\"https:\/\/userpilot.com\/blog\/ux-improvements\/\" target=\"_blank\" rel=\"noopener noreferrer\"> improve their product experience <\/a>are less likely to look for alternative solutions.<\/p>\n<p>Loyalty is linked with higher customer lifetime value and <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer advocacy<\/a>. So, it allows you to generate more revenue while decreasing customer acquisition costs.<\/p>\n<h2 id=\"7767f\"><strong>What are the different types of customer sentiment analysis?<\/strong><\/h2>\n<p>Sentiment analysis technologies use biometrics, text analysis, natural language processing, and <a href=\"https:\/\/userpilot.com\/blog\/how-to-use-ai-to-improve-the-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">artificial intelligence<\/a> to recognize customer emotions within the information.<\/p>\n<p>As there are different emotions, we use different customer sentiment analysis models to deal with them.<\/p>\n<p>Let\u2019s look at four such ways of analyzing sentiment.<\/p>\n<h3 id=\"bf2dr\"><strong>Fine-grained<\/strong><\/h3>\n<p>This analysis model allows you to perform a sentiment analysis across five different polarity categories: very negative, negative, neutral, positive, and very positive. This technique is helpful when you\u2019re analyzing <a href=\"https:\/\/userpilot.com\/blog\/how-to-ask-for-customer-reviews\/\" target=\"_blank\" rel=\"noopener noreferrer\">reviews and ratings<\/a> about your product.<\/p>\n<p>If your sentiment analysis is performed on a scale from 1 to 5, you can think of 1 as very negative and 5 as very positive. On a scale from 1 to 10, you can think of 1-2 as very negative and 9-10 as very positive.<\/p>\n<h3 id=\"2pgl2\"><strong>Aspect-based<\/strong><\/h3>\n<p>Fine-grained analysis helps you identify the general polarity of your customer reviews, while aspect-based sentiment analysis digs deeper. It aids in identifying the specific topics that people are discussing.<\/p>\n<p>Consider this: you\u2019re the owner of an SMS marketing app, and you read a customer review that says, \u201cThe app\u2019s user interface is very clunky, making it very difficult to use.\u201d<\/p>\n<p>Words such as \u201cclunky\u201d and \u201cdifficult to use\u201d are negative words that show a <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative sentiment<\/a> towards your product\u2019s interface.<\/p>\n<h3 id=\"ck021\"><strong>Emotion detection<\/strong><\/h3>\n<p>This sentiment analysis model helps you identify emotions such as sadness, anxiety, anger, <a href=\"https:\/\/userpilot.com\/blog\/user-frustration\/\" target=\"_blank\" rel=\"noopener noreferrer\">frustration<\/a>, and happiness. Usually, emotion detection systems use lists of words or phrases that express certain emotions called lexicons.<\/p>\n<p>However, people convey their emotions in a variety of ways, so machine learning and NLP models have the edge over lexicons here.<\/p>\n<p>Let\u2019s look at an example:<\/p>\n<p>The term \u201cThis CX software is the bomb\u201d can be misinterpreted by lexicons in its literal sense and provide inaccurate sentiment analysis results, that is, the product is dangerous or harmful.<\/p>\n<p>However, in reality, this statement shows a positive sentiment, which can be captured when you use machine learning algorithms.<\/p>\n<h3 id=\"2c4tq\"><strong>Intent analysis<\/strong><\/h3>\n<p>The intent analysis model aids in determining whether an individual intends to make a purchase or is merely looking around.<\/p>\n<p>A precise understanding of consumer intent can help you save effort, money, and time.<\/p>\n<p>If a customer has no immediate plans to make a purchase, there&#8217;s no point chasing them.<\/p>\n<p>On the other hand, if a customer expresses an intent to purchase, you can <a href=\"https:\/\/userpilot.com\/blog\/b2b-marketing-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">target them with tailored advertisements<\/a> to nudge them in that direction.<\/p>\n<h2 id=\"aju45\"><strong>How to collect data for customer sentiment analysis?<\/strong><\/h2>\n<p>To make sentiment analysis work properly for your product, you need to <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">gather customer data<\/a> in the right way. Here\u2019s how you can do it.<\/p>\n<h3 id=\"ce0sn\"><strong>Use surveys across different customer journey stages<\/strong><\/h3>\n<p>Customer surveys are probably the most popular feedback collection method for a reason.<\/p>\n<p>They allow you to gather feedback at scale at a relatively low cost.<\/p>\n<p>You can deliver them via different channels\u2014<a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-design-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app,<\/a> by email, text, or chat\u2014and each of them has its strengths and use cases. For example, in-app surveys are perfect for gathering real-time feedback, while email or text surveys allow you to reach inactive users.<\/p>\n<p>The best part?<\/p>\n<p>You can use them to collect both <a href=\"https:\/\/userpilot.com\/blog\/quantitative-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">quantitative <\/a>and qualitative data to track sentiment changes over time and understand why they happen.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-usability-survey-customer-sentiment-analysis_9e776ba63663d7eaa2ce966999c80f2a_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/product-usability-survey-customer-sentiment-analysis_9e776ba63663d7eaa2ce966999c80f2a_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-usability-survey-customer-sentiment-analysis_9e776ba63663d7eaa2ce966999c80f2a_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/product-usability-survey-customer-sentiment-analysis_9e776ba63663d7eaa2ce966999c80f2a_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-usability-survey-customer-sentiment-analysis_9e776ba63663d7eaa2ce966999c80f2a_800.webp\" alt=\"In-app survey for Customer sentiment analysis\" \/><\/picture><figcaption>In-app survey created in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"4im3n\">Conduct interviews to track customer sentiment<\/h3>\n<p>Interviews allow you to gather more in-depth <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyse-qualitative-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative data<\/a> than surveys hands down. That\u2019s because they allow you to pursue ideas that users bring up during the conversation that didn&#8217;t occur to you before.<\/p>\n<p>Spoken language is more spontaneous, allowing customers to express their thoughts more freely. However, what they say in front of the researcher may be heavily filtered and not reflect their true sentiment as a result.<\/p>\n<p>And interviews are more resource-intensive. They take more time than surveys and require skilled interviewers and facilitators.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-interview-template-customer-sentiment-analysis_bbef0590dd9e6203d40f5b6add570be4_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/customer-interview-template-customer-sentiment-analysis_bbef0590dd9e6203d40f5b6add570be4_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-interview-template-customer-sentiment-analysis_bbef0590dd9e6203d40f5b6add570be4_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/customer-interview-template-customer-sentiment-analysis_bbef0590dd9e6203d40f5b6add570be4_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-interview-template-customer-sentiment-analysis_bbef0590dd9e6203d40f5b6add570be4_800.webp\" alt=\"Interview template for Customer sentiment analysis\" \/><\/picture><figcaption>Interview template.<\/figcaption><\/figure>\n<h3 id=\"30orr\">Monitor customer support interactions<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-interactions-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer interactions <\/a>with your customer-facing teams can reveal the user sentiment about your product.<\/p>\n<p>By analyzing customer emails, chats, and phone calls, you can understand not only the problems they face but also how they feel about aspects of your product.<\/p>\n<p>For example, impatience or negative language can indicate frustration and <a href=\"https:\/\/userpilot.com\/blog\/customer-dissatisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">dissatisfaction<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-chat-customer-sentiment-analysis_e010e9d9fd4ee91a660d5803d866134a_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-chat-customer-sentiment-analysis_e010e9d9fd4ee91a660d5803d866134a_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-chat-customer-sentiment-analysis_e010e9d9fd4ee91a660d5803d866134a_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-chat-customer-sentiment-analysis_e010e9d9fd4ee91a660d5803d866134a_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-chat-customer-sentiment-analysis_e010e9d9fd4ee91a660d5803d866134a_800.webp\" alt=\"Userpilot chat\" \/><\/picture><figcaption>Userpilot chatbot.<\/figcaption><\/figure>\n<h3 id=\"87q0d\"><strong>Track reviews and ratings on online review sites<\/strong><\/h3>\n<p>Customer reviews on websites are another source of excellent data for customer sentiment analysis.<\/p>\n<p>For example, in G2 reviews, customers use terms like &#8216;powerful,&#8217; &#8216;<a href=\"https:\/\/userpilot.com\/blog\/intuitive-product-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">intuitive<\/a>,&#8217; &#8216; excellent,&#8217; and &#8216;supportive&#8217; to indicate positive sentiment.<\/p>\n<p>In contrast, terms like &#8216;overwhelming,&#8217; &#8216;challenge,&#8217; &#8216;limited,&#8217; or &#8216;there is a learning curve&#8217; mean negative sentiments.<\/p>\n<p>Here&#8217;s a list of popular B2B SaaS review sites to look at:<\/p>\n<ul>\n<li>G2<\/li>\n<li>Capterra<\/li>\n<li>Trustpilot<\/li>\n<li>GetApp<\/li>\n<li>Clutch<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/g2-customer-sentiment-analysis_426e845eed79f0b2becc792becc7633d_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/g2-customer-sentiment-analysis_426e845eed79f0b2becc792becc7633d_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/g2-customer-sentiment-analysis_426e845eed79f0b2becc792becc7633d_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/g2-customer-sentiment-analysis_426e845eed79f0b2becc792becc7633d_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/g2-customer-sentiment-analysis_426e845eed79f0b2becc792becc7633d_800.webp\" alt=\"Userpilot reviews on G2\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> reviews on G2.<\/figcaption><\/figure>\n<h3 id=\"8t156\">Conduct social media listening<\/h3>\n<p>Social media posts are a treasure trove when it comes to customer sentiment analytics. But it&#8217;s not because customers are often keen to share their experiences and opinions about the software they use on their socials.<\/p>\n<p>The main reason is that such feedback is often unfiltered, giving you true <a href=\"https:\/\/userpilot.com\/blog\/user-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">insights <\/a>into their sentiment.<\/p>\n<p>I&#8217;d say the most candid feedback comes from posts where your company or product isn&#8217;t tagged. That&#8217;s when they&#8217;re communicating with their audiences and not with you.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-review-customer-sentiment-analysis_2499e2f7d013bdd089331a6bf5bfab66_800.webp 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-review-customer-sentiment-analysis_2499e2f7d013bdd089331a6bf5bfab66_800.webp 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-review-customer-sentiment-analysis_2499e2f7d013bdd089331a6bf5bfab66_800.webp\" alt=\"Userpilot review on X\" \/><\/picture><figcaption>Userpilot review on X.<\/figcaption><\/figure>\n<h3 id=\"4llmg\">Monitor user behavior data to measure customer sentiment<\/h3>\n<p>How users interact with your product can be quite revealing when it comes to user sentiment.<\/p>\n<p>Here are a few examples:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/rage-clicks\/\" target=\"_blank\" rel=\"noopener noreferrer\">Rage clicking <\/a>is an indication of frustration.<\/li>\n<li>Higher bounce rates or sessions shorter than expected indicate a negative sentiment.<\/li>\n<li>Low engagement with <a href=\"https:\/\/userpilot.com\/blog\/in-app-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages <\/a>and surveys may communicate negative emotions.<\/li>\n<li>Looped behaviors, for example, when the users go back between the screen and the support resource, can signal confusion.<\/li>\n<li>Frequent<a href=\"https:\/\/userpilot.com\/blog\/drop-off-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\"> drop-offs <\/a>during a critical action or while using a feature communicate negative feelings.<\/li>\n<\/ul>\n<h2 id=\"c6flr\">Step-by-step process for analyzing customer sentiments<\/h2>\n<p>With the theory covered, let&#8217;s conduct customer sentiment analysis. Here&#8217;s our 4-step guide.<\/p>\n<h3 id=\"b2d0b\">1. Choose the right channel to collect customer data<\/h3>\n<p>To pick the best channels to collect customer data, first, <strong>identify relevant <\/strong><a href=\"https:\/\/userpilot.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>touchpoints<\/strong> <\/a>along the customer journey where customers interact with your brand or product. Like your website, your product UI, customer service team, chatbots, social media accounts, or review pages.<\/p>\n<p>Next, <strong>choose the right <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback collection<\/a> method at each touchpoint<\/strong>. For example, feedback forms work well on the website and in-app, but their effectiveness is limited on social media.<\/p>\n<p>When choosing the channels, <strong>pay attention to<\/strong> <strong>customer preferences. <\/strong>For instance, users may find completing a quick <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app survey <\/a>easier than taking part in a lengthy interview. Certain demographics might not be too keen on sharing their views publicly, so social media or reviews won&#8217;t be of much use.<\/p>\n<p><strong>The choice also depends on your <a href=\"https:\/\/userpilot.com\/blog\/product-goals\/\" target=\"_blank\" rel=\"noopener noreferrer\">goals<\/a>.<\/strong> For example, if you&#8217;re focusing on user sentiment towards a specific feature, a contextual in-app survey triggered when users engage with it will be most suitable.<\/p>\n<p>If you&#8217;re collecting feedback via multiple channels,<strong> use tools like CRM or <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience platforms<\/a> that collate all the data in one place.<\/strong> This makes it easier to organize and analyze the data and reduces the risk of missing important insights.<\/p>\n<h3 id=\"41kpf\">2. Organise and categorize the gathered data<\/h3>\n<p>Depending on how you <a href=\"https:\/\/userpilot.com\/blog\/collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect the data<\/a>, you may need to clean it and prepare it for analysis by removing irrelevant information, duplicates, or noise. For example, if you&#8217;ve captured the same feedback from the same user twice.<\/p>\n<p>Next, categorize the data.<\/p>\n<ul>\n<li>Tag different survey responses with keywords like &#8216;pricing,&#8217; &#8216;support,&#8217; or &#8216;usability&#8217; to identify trends.<\/li>\n<li>Group them by feature-specific feedback, such as &#8216;onboarding,&#8217; &#8216;surveys,&#8217; and &#8216;reporting.&#8217;<\/li>\n<li>Separate data by key demographics, like the customer type, business size, location, and so on.<\/li>\n<li>Categorize responses by sentiment: positive, <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative<\/a>, and neutral.<\/li>\n<\/ul>\n<p>Breaking down text into specific aspects and evaluating the sentiment for each aspect will give you more granular insights. For example, users may be frustrated with customer support while still being happy with the product.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tagging-a-response-in-userpilot-customer-sentiment-analysis_016c32a4b454a529711661fcee202c09_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tagging-a-response-in-userpilot-customer-sentiment-analysis_016c32a4b454a529711661fcee202c09_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/tagging-a-response-in-userpilot-customer-sentiment-analysis_016c32a4b454a529711661fcee202c09_800.jpg\" alt=\"Response tagging in Userpilot\" \/><\/picture><figcaption>Response tagging in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"2nlvi\">3. Leverage customer sentiment analysis tools to assess the emotional tone<\/h3>\n<p>In addition to manual tagging, use <a href=\"https:\/\/userpilot.com\/blog\/customer-analysis\/\">customer analysis<\/a> tools to analyze feedback for customer attitudes.<\/p>\n<p>Platforms like Brandwatch, Qualtrics, or Brand24 use advanced ML and NLP models to analyze text data and determine its emotional tone. They&#8217;re capable of analyzing terabytes of information in no time and extracting key themes.<\/p>\n<p>Many of these tools allow you to quantify qualitative responses by assigning them a<a href=\"https:\/\/userpilot.com\/blog\/customer-sentiment-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"> customer sentiment score<\/a>. This enables tracking customer sentiment changes over time.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/mike-customer-sentiment-analysis_d26581f17580e0ed2575a3d5dbea385a_800.webp 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/mike-customer-sentiment-analysis_d26581f17580e0ed2575a3d5dbea385a_800.webp 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/mike-customer-sentiment-analysis_d26581f17580e0ed2575a3d5dbea385a_800.webp\" alt=\"Customer sentiment analysis in Brand24\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/blog\/customer-sentiment-dashboard\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer sentiment dashboard<\/a> in Brand24.<\/figcaption><\/figure>\n<h3 id=\"esond\">4. Develop relevant strategies to improve the customer experience<\/h3>\n<p>When acting on sentiment analysis results, it may be tempting to prioritize negative feedback.<\/p>\n<p>It&#8217;s true. Negative feelings can damage your business, and sometimes these are the most pressing issues you need to address.<\/p>\n<p>For example, if users frequently express dissatisfaction with the <a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding experience<\/a>, you need to act on it swiftly because it has a massive impact on the rest of the customer journey.<\/p>\n<p>However, there are situations when acting on the positive feedback may be easier and deliver more bang for your buck.<\/p>\n<p>For instance, highlighting those aspects of the user experience that are working really well in your marketing materials can improve new <a href=\"https:\/\/userpilot.com\/blog\/average-customer-acquisition-cost\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer acquisition<\/a> and, consequently, bring more revenue.<\/p>\n<p>So, my recommendation is to use simple <a href=\"https:\/\/userpilot.com\/blog\/feature-request-prioritization-framework\/\" target=\"_blank\" rel=\"noopener noreferrer\">prioritization frameworks<\/a>, like value vs. effort and importance vs. urgency, to quickly rank the issues that come up.<\/p>\n<p>In this way, you ensure that you implement strategies that deliver the most value.<\/p>\n<p><strong>Pro tip:<\/strong> Personalize the strategies for different <a href=\"https:\/\/userpilot.com\/blog\/product-user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">user segments<\/a>. For example, if users have problems with a particular feature, target them with feature-specific support resources, like video tutorials or user documentation. When you implement changes, continuously track their impact to ensure they are having the desired effect. And tweak them as necessary.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/resource-center-customer-sentiment-analysis_0c6f9ec53ebd0104f0f87afe12df4fed_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-customer-sentiment-analysis_0c6f9ec53ebd0104f0f87afe12df4fed_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/resource-center-customer-sentiment-analysis_0c6f9ec53ebd0104f0f87afe12df4fed_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-customer-sentiment-analysis_0c6f9ec53ebd0104f0f87afe12df4fed_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/resource-center-customer-sentiment-analysis_0c6f9ec53ebd0104f0f87afe12df4fed_800.webp\" alt=\"Userpilot resource center\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> resource center.<\/figcaption><\/figure>\n<h2 id=\"4i129\">How to use Userpilot to collect and analyze customer sentiment data?<\/h2>\n<p>Userpilot is a <a href=\"https:\/\/userpilot.com\/blog\/product-growth-platform-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">product growth platform<\/a> with mighty feedback and analytics features, which makes it a good choice for a customer sentiment analysis solution.<\/p>\n<p>You can use it to gather customer feedback via <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a>. These take minutes to create, thanks to the template library and the WYSIWYG editor.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-survey-templates-customer-sentiment-analysis_17c825dd6d29efea01747e071620dddc_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-survey-templates-customer-sentiment-analysis_17c825dd6d29efea01747e071620dddc_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/userpilot-survey-templates-customer-sentiment-analysis_17c825dd6d29efea01747e071620dddc_800.jpg\" alt=\"Survey template library\" \/><\/picture><figcaption>Survey template library in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>You can send the surveys to specific user segments and choose the time and date when it happens. Or trigger them contextually, for example, to gather data on a particular feature.<\/p>\n<p>Userpilot automatically<a href=\"https:\/\/userpilot.com\/blog\/how-to-analyze-nps-responses\/\" target=\"_blank\" rel=\"noopener noreferrer\"> analyzes the NPS responses<\/a> and groups users into promoters, passives, and detractors. These are based only on the quantitative data.<\/p>\n<p>However, you can also tag the qualitative responses manually to easily identify themes or group responses related to specific aspects of the <a href=\"https:\/\/userpilot.com\/blog\/product-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">product experience<\/a>. And use the responses to segment users for more granular analysis.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-responses_01a864fca29f9c25c3db701f3c30c86e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-responses_01a864fca29f9c25c3db701f3c30c86e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-responses_01a864fca29f9c25c3db701f3c30c86e_800.png\" alt=\"NPS response analysis in Userpilot.\" \/><\/picture><figcaption>NPS response analysis in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Thanks to the <a href=\"https:\/\/userpilot.com\/blog\/userpilot-autocapture\/\" target=\"_blank\" rel=\"noopener noreferrer\">autocapture <\/a>feature, Userpilot tracks all user actions inside the product. This means you can extract customer sentiment insights from complete user behavior data.<\/p>\n<p>Userpilot offers granular segmentation capabilities and industry-standard reports, like Funnels or <a href=\"https:\/\/userpilot.com\/blog\/userpilot-paths\/\" target=\"_blank\" rel=\"noopener noreferrer\">Paths <\/a>(so you can find friction easily), Trends (to track behavior changes), and Retention (to see the impact of product changes on user behavior).<\/p>\n<p>That&#8217;s how you can identify patterns in the behavior of your dissatisfied and satisfied customers or active and inactive ones.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/trend-analysis-inactive-users-code-free-ux-tools-customer-sentiment-analysis_20dbf65d1280e70e35c24b2a3cf85933_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/trend-analysis-inactive-users-code-free-ux-tools-customer-sentiment-analysis_20dbf65d1280e70e35c24b2a3cf85933_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/trend-analysis-inactive-users-code-free-ux-tools-customer-sentiment-analysis_20dbf65d1280e70e35c24b2a3cf85933_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/trend-analysis-inactive-users-code-free-ux-tools-customer-sentiment-analysis_20dbf65d1280e70e35c24b2a3cf85933_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/trend-analysis-inactive-users-code-free-ux-tools-customer-sentiment-analysis_20dbf65d1280e70e35c24b2a3cf85933_800.webp\" alt=\"Event analytics in Userpilot\" \/><\/picture><figcaption>Trend analysis in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h2 id=\"aikur\"><strong>Conclusion<\/strong><\/h2>\n<p>Customer sentiment analysis is a real game-changer for SaaS businesses. The main idea here is to understand the sentiment of both existing and new customers and use these insights to deliver a more positive customer experience.<\/p>\n<p>Want to collect invaluable customer insights and conduct a sentiment analysis in a simple way? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot demo <\/a>and see how you can do it code-free.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer sentiment analysis is the process of collecting and analyzing feedback to understand how customers feel about your brand, product, or individual features: Are they positive, negative, or neutral about its functionality and the user experience it offers?<\/p>\n","protected":false},"author":56,"featured_media":248427,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[770],"tags":[446,235,1776,1777,609,201,1604,353],"class_list":["post-13742","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ux-analytics","tag-customer-experience","tag-customer-feedback","tag-customer-insights","tag-customer-sentiment","tag-in-app-feedback","tag-user-experience","tag-user-insights","tag-user-sentiment"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Sentiment Analysis: What Is It &amp; How to Collect Data for It<\/title>\n<meta name=\"description\" content=\"Find out how customer sentiment analysis can help your product. 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Learn about different types of sentiment analysis and how to conduct it.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-31T13:06:29+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-05T17:44:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/10\/customer-sentiment-analysis-what-is-it-and-how-to-collect-data-for-it_ec6ebbaf964cb4ce279b858cc0f3b23c_2000.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Saffa Faisal\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Saffa Faisal\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"14 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\"},\"author\":{\"name\":\"Saffa Faisal\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/5c50b3bd5418ac8167f909e10a6dc1da\"},\"headline\":\"Customer Sentiment Analysis: What Is It and How to Collect Data for It\",\"datePublished\":\"2024-10-31T13:06:29+00:00\",\"dateModified\":\"2026-03-05T17:44:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\"},\"wordCount\":2464,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/10\/customer-sentiment-analysis-what-is-it-and-how-to-collect-data-for-it_ec6ebbaf964cb4ce279b858cc0f3b23c_2000.jpg\",\"keywords\":[\"customer experience\",\"customer feedback\",\"customer insights\",\"customer sentiment\",\"in-app feedback\",\"User Experience\",\"user insights\",\"user sentiment\"],\"articleSection\":[\"UX Analytics\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\",\"url\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\",\"name\":\"Customer Sentiment Analysis: What Is It & How to Collect Data for It\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/10\/customer-sentiment-analysis-what-is-it-and-how-to-collect-data-for-it_ec6ebbaf964cb4ce279b858cc0f3b23c_2000.jpg\",\"datePublished\":\"2024-10-31T13:06:29+00:00\",\"dateModified\":\"2026-03-05T17:44:28+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/5c50b3bd5418ac8167f909e10a6dc1da\"},\"description\":\"Find out how customer sentiment analysis can help your product. 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