sentiment analysis via text mining to improve customer satisfaction in UK banks

What is it about?

This study explores the role of online customer reviews through text mining and sentiment analysis in enhancing customer satisfaction across different services within the UK banking sector. The study also analyses sentiment trends over a five-year period.Both positive and negative sentiments are informative. The results highlight a high prevalence of negative sentiments in customer service and communication, with HSBC and Santander showing 90.8% and 89.7% negative feedback, respectively, compared to Tesco Bank's 66.8%. Key areas for improvement include HSBC's credit card services and call center efficiency, which faced increased negative feedback during the COVID-19 pandemic.Results also support that DistilBERT excelled in categorizing reviews, while the SVM model, combined with customer ratings, achieved 96% accuracy in sentiment analysis.

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