Review Analysis- Sullivan Supply Inc.

This week in my Digital Marketing class, we used Google Maps and various social media platforms like Facebook as well as Chat GPT to analyze reviews of Sullivan Supply Inc. I was not able to complete this assignment on Girlfriend Original Promotions because it is a fairly new business and the lack of reviews both positive and negative. So I did my review analysis research on Sullivan Supply instead of Girlfriend Original Promotions.

I went to Google Maps and Facebook and copied all of the 4/5 star reviews that Sullivan Supply had and pasted them into ChatGPT with the following prompt – “What are the customers most satisfied with based on the reviews?“

From there I got the following response:

I want it to be more specific so I asked the following – “Extract positive keywords from those reviews, and analyze the frequency and associations of these keywords.” To this it gave me a very interesting, very helpful answer.

In summary, these keywords highlight that customer satisfaction and the events and clinics are strongly associated with Sullivan Supply’s positive reputation, supported by the high-quality products and helpful and supportive services.

Finally, let’s ask for suggestions from the findings. For that I entered this prompt: “What would be suggestions from the findings? “AI concluded the following:

In summary, the suggestions align with what customers already appreciate while offering opportunities for Sullivan Supply to solidify its brand reputation, and further enhance customer satisfaction and loyalty.

Now that we’ve targeted the positive reviews, lets analyze the negative reviews too!

I copied the 1-2 star reviews and pasted them into the chatbot with the following prompt: “What are the customers least satisfied with based on the reviews?“

To which I got the following answer –

Then, to dive further into word association, I asked the following: “Extract negative keywords from those reviews, and analyze the frequency and associations of these keywords.”

The negative feedback shows that Sullivan Supply faces challenges primarily in order and shipping delays, billing and payment issues, and lack of communication. Improving these areas could help Sullivan Supply not only build better relationships with customers but also enhance its overall reputation.

Then I asked my next prompt: “What would be suggestions from the findings?“

These steps can address customer concerns and show that Sullivan Supply Inc. is committed to providing high-quality, professional, and reliable service. By fostering a reputation for responsiveness, quality, and accountability, the company can turn client dissatisfaction into valuable growth opportunities.

AI can be such an impressive tool, no matter the area of use. In this weeks assignment I successfully managed to look at both positive and negative reviews and the ways that they could be affecting the company. And, more importantly, ways they can better themselves. It was super simple, took very little time, and overall, is a very reachable resource for marketers everywhere.