1.

Write a Python script for identifying the sentiment associated with each
review and storing the sentiments of these reviews in an Excel file (You can
refer to the codes on Sentiment Analysis). Provide an opinion summary (pie
chart) of the reviews and summarize your insights on the perception of the
employee based on these results.

 On performing the sentiment analysis on the 904 employee reviews of

FedEx and UPS, we can conclude that the majority of the feedback has
been negative. Around 63.5 % of the employees gave a negative feedback.
Around 32 % of the reviews are positive while a mere 4.5 % of the reviews
are neutral. This is visible across all the 3 analysis of Text blob, AFINN and
VADER. Further conducting detailed analysis using VADER, the average
review sentiment score is -0.240 and the median score is -0.4629 , clearly
showing that majority of reviews have been inclined to be negative.
 The scale of VADER analysis ranges from -1( extremely negative ) to +1
( extremely positive) and an average score of -0.240 shows that most of the
employees working with these firms viewed their services unfavourably. The
study helps us get an insight that FedEx and UPS have considerable mile to
cover in employee satisfaction and have to really give importance to their
service metrics.
 Interestingly the median VADER score is also -0.4629, but the standard
deviation is as high as 0.625 implying that the reviews varied drastically
over the sample mean from a very positive review to a very negative review.
The experiences of employees also from these services were markedly
different highlighting the variation.
 The 25th percentile of VADER score is -0.79 , close to -1, showing that at
least 25 % of the people viewed the services very disappointingly , hence
the high negative score.
 The 75th percentile score is 0.38 which is a good sign but only a little above
25-30 percent viewed the services positively but not too highly.
 The sentiment associated with the bad service seems higher than the
sentiment associated with a good service, both in the percentage as well as
the intensity.
2. Perform a bigram and trigram analysis on all reviews classified as negative.
Enumerate your insights based on the bigram analysis.

 On performing colocation analysis on the negative reviews, we are

able to identify the major word combinations people have used to
review the services poorly. The most commonly occurring bigrams
with high frequencies include – “custom service”, “use FedEx”,
“package delivery”, “Call FedEx”,” delivery package”. The PMI of the
combination “ miscommunication amongst” is as high as 14.335 ,
showing that the probability of the occurrence of the two words
together is very high. Many employees must have identified that the
major cause of dissatisfaction with UPS and FedEx as
miscommunication.
 More insights have gotten from trigram analysis. The trigram “ Never
use FedEx” has second highest frequency of 26 times occurring in the
904 reviews. There are also high occurrences of “ Delivery wrong
address” is also as high as 14 times. Hence the most common
dissatisfaction among employees is with customer service and on
delivering to wrong address. Many employees directly gave a
feedback on to “ Never use FedEx”. The intensity of the negative
feedbacks is obvious from the trigram frequency table.

3. Upload the Python code for the two questions as a single file.