Customer Sentiment and Churn Analysis of ASANA Task Management Tool: A Text Mining Approach
Shara George Vaidian, Bindhia Joji, K Jisha · 2024
The goal of this research is to analyze customer reviews of the ASANA task management software using text mining methods including sentiment analysis, topic modeling, emotion detection, and churn prediction. Based on a dataset of 1000 customer reviews, the analysis covers the overall sentiment, reveals prevailing topics of conversation by users, detects emotional patterns, and makes customer churn predictions from review text and ratings. The findings enable product development and customer retention strategy actionables, highlighting critical areas to develop and prevent churn.