Copyright © 2012 Balvor LLC. All Rights Reserved. 1

Wal-

Mart

JCPenny

Targe

t

Macy's

Sears

Old Nav

yKohl's

Nordsto

rm Gap

30.1%

35.7%

20.6%

10.3%

39.3%

18.3%

27.4%

11.2%13.3%

Negative Sentiment*

Facebook & Sentiment Analysis: Lessons Learned

Source: unmetric (link: http://bit.ly/ZXe3Du ) *Represents share of posts, excluding admin posts.Source: Balvor LLC

Facebook can be another platform to help improve customer service

Sentiment analysis can help identify trends and issues affecting the shopping experience