Now, let’s analyze the net sentiment of the mentions: positive mentions plus neutral mentions.
The chart we have created for this point is the “Bar Chart”, which allows us to appreciate the volume of mentions taking into account their distribution according to sentiment.
That said, we observed that there was a 9-point variation between one two-month period and the next. In March and April, net sentiment reached 38%, meaning 62% of mentions were negative. For the month of May, although the average number of mentions decreased, we also observed that net sentiment also fell to 32%.
we observed some changes in the social networks from which users comment and participate.
Similarly, between one two-month period and the next, mentions mexico whatsapp number Facebook increased by 1,500%, the platform that registered the most growth, mainly because most of the pharmacy chains included in the study only have fan pages. Twitter registered a growth of 109% and National Media a growth of 209%.
Mention milestones
Before case 0 was confirmed in Peru, the industry generated a daily average of 250 mentions (first two months). Starting in March, the daily average increased to 800 mentions. If we analyze the entire period, we can see that since March, there have been permanent peaks of mentions of around 1,000 to 1,200 mentions.
There are two milestones that stand out: on February 27, news about the growth in sales of generic drugs and how this had “affected” laboratories resounded.
Meanwhile, on March 28, a high number of comments were concentrated on posts by a well-known brand in which it thanked the work of its staff.
Topics of mentions
At Quantico we have the Words feature, which shows the words that are being repeated most often in conversations, allowing us to identify the topics that generated the most mentions.
We observed that Attention, Price and Masks are the ones that generated the most conversation. In general terms, all topics have covered more than 50% of their conversation as negative.
Let's analyze each of the topics:
Attention
Regarding Attention , more than 9,600 mentions were recorded, with a sentiment of 18% positive, 13% neutral and 69% negative. The main problems reported by users are related to:
Lack of response through regular customer service channels: call center, email or applications.
Delays in resolving claims submitted by customers (mainly due to delivery failures and refunds).
Employees do not know how to guide customers or serve them poorly.
Employees confirm that certain products are not “in stock” without first checking the system.
Some employees do not comply with safety protocols: 1 meter distance, they do not wear masks or their gloves are worn/dirty.
Preferential care for older adults is not provided.
Price
Mentions about Price generated 9,062 mentions, with a sentiment of 21% positive, 20% neutral and 59% negative. Users commented the following:
The main complaint is related to the increase in prices of various priority products (masks, alcohol or medicines).
Some users indicated that prices were different on the website or app and in the physical store (here they were higher).
In the case of neutral-positive, many questions arose about the prices and availability of certain products.