Assignment 2

Abhishek Tripathi
2020RMS09

Question 1. With the finding of the study, how the three companies can plan product
improvement?
Answer 1.
The paper highlights the extraction of data from twitter based on consumer polarity and emotion
classification of automobile company, The Company included are BMW, Mercedes and Audi
The emotion classification charts
Joy Surprise Sadness Fear Anger Disgust Unknown
BMW 5 0.5 9 0 5.5 1 79
Mercedes 31.9 0.5 4.1 0.4 6.4 0.1 56.6
Audi 10 17.7 5.1 0.2 1.3 2.4 63.2

The Polarity charts

Positive Neutral Negative
BMW 72 20 8
Mercedes 79 3 18
Audi 83 1 16

The Joy factor is more for Mercedes, Surprise more for Audi, Sadness More for BMW anger is
more for Mercedes and disgust for Audi. These factor show some improvement in product. The
joy factor in Mercedes is high shows good ambiance and car body configuration but anger show
consumer grievance is not addressed and inefficient machine working. The Surprise is more for
Audi due to recent technological development and sadness is high due to speed or motor.
The product improvement for
Audi: Motor improvement and can be replaced easily by sport cars.
Mercedes: Wear and tear effect and poor customer handling
BMW: Customer service and model designing.
Question 2. With the finding of the study, how the three companies can prioritize customer
service issues.
Answer 2.
The paper highlights the extraction of data from twitter based on consumer polarity and emotion
classification of automobile company, The Company included are BMW, Mercedes and Audi
The emotion classification charts
Joy Surprise Sadness Fear Anger Disgust Unknown
BMW 5 0.5 9 0 5.5 1 79
Mercedes 31.9 0.5 4.1 0.4 6.4 0.1 56.6
Audi 10 17.7 5.1 0.2 1.3 2.4 63.2

The Polarity charts

Positive Neutral Negative
BMW 72 20 8
Mercedes 79 3 18
Audi 83 1 16

With this data we identify that sentiment of the customer. The data shows the positive sentiment
for Audi which has effect of surprise in it. It could be due to technological advancement and
ambiance inside the car. The disgust has more impact which has advanced its negative impact, It
could be due to motor speed. They could work on improve in Audi for looking more for sport
type bike. For Mercedes there should be element of surprise as they have to work on Technical
advancement and safety. The negative is because of anger as the workshop management is not
very good. They should work on customer relationship management and consumer grievance
readdressed. BMW has positive as due to elegance but negative is anger as may be consumer
grievances are not addressed properly. They should work on improvement in conversation with
consumer.
The customer service would be prioritize in Mercedes and BMW and Audi should also work on
it.