Analyzing Barber Shop Customer Reviews for Service Improvement

Executive Summary

This report looks at customer satisfaction trends for a barber shop by analyzing social media reviews from January to March 2024. We used BigQuery's Gemini tool to see how customers feel about different services and stylists. Results showed that customers are happy with Hair Treatments but have complaints about Beard Grooming & Shaving. We recommend specific training for some stylists and ways to make services faster to improve customer satisfaction.

Problem Statement

The barber shop wanted to understand how customers felt about their services. The goal was to find strengths and areas for improvement by analyzing customer feedback on haircuts, beard grooming, and the performance of individual stylists.

Approach

1. Data Collection and Preparation

• We gathered reviews from Google and Facebook.
• Reviews were sorted by service type, stylist, and date in BigQuery.

2. Sentiment Analysis

• We used Gemini in BigQuery to analyze the reviews.
• The analysis found customer feelings (positive, negative) and important keywords for each service type and stylist.

3. Report Generation

• Reports showed how customers felt about different services and stylists.
• We highlighted services and stylists who got the most positive or negative feedback.

Results

1. Customer Sentiment Trends

• Positive Reviews: 267
• Negative Reviews: 233
• Hair Treatment got the highest positive reviews (66), showing strong satisfaction.
• Beard Grooming & Shaving had more negative reviews, indicating it needs improvement.

2. Stylist and Social Media Analysis

• Reviews on Facebook and Google were similar, showing consistent service quality across platforms.

• Stylist 0033 got more negative feedback than positive feedback, suggesting this stylist needs more training.

3. Key Themes

• Positive Feedback: Customers mentioned "great experience," "perfect haircut," and "amazing service."

• Negative Feedback: Complaints about "long wait," "disappointed," and "rough shave" showed issues with wait times and quality consistency.

Visualization

Explore the full visualization here

Recommendations

1. Service Improvement

Improve Beard Grooming & Shaving by reducing wait times and ensuring smoother service.

2. Stylist Training

Provide targeted training for Stylist 0033 to improve consistency and meet customer expectations.

3. Social Media Strategy

Keep service consistent across Facebook and Google to boost the brand's reputation.

Conclusion

Using BigQuery's Gemini, we found important insights into customer satisfaction and service performance. Fixing these issues can make customers happier and increase loyalty.