Standardizing Excellence: Using Sentiment Analysis to Improve Consistency Across Corepower Studios

Purpose of Analysis

When you have a brand that sells a product or offers a service in-person, no two locations can really be the exact same. But if the quality of these different locations are vastly inconsistent, customer sentiment toward your brand will also vary — and that’s not a good thing.

For example, a pretty common discrepancy between two different locations tends to be the employees. Customer service can make or break a customer’s experience with your brand. Rude employees might anger customers. Unreliable employees could frustrate customers. Careless or lazy employees could ruin the quality, organization, and cleanliness of the store.

If employees are "worse" at one location compared to another, that could mean the difference between a 5 star and a 1 star rating.

Corepower Yoga is a pretty good example of this. Their staff undoubtedly defines their brand. All their yoga classes are led by specific instructors, but standardizing the quality of instructors is a very difficult task.

For any yoga studio, location and atmosphere also matter a ton. Is it in a safe area? Is it easily accessible by subway? Are the amenities kept clean and well-maintained? How large is the space?

And while it’s hard to keep different locations consistent, it’s not impossible. The first step is finding out which locations people think are better and why. You can pretty easily use this information to change the attributes of your other locations for the better.

Let’s do this for Corepower Yoga to show you what we mean.

The Analysis

So we looked at reviews from nearly every Corepower location in NYC and had our program look for positive comments that either mentioned the instructors or the location/studio atmosphere. And here’s what we found.

Corepower Yoga’s UWS (Upper West Side) site ended up having the highest proportion of positive reviews mentioning instructors. And their Mideast site had by far the highest proportion of positive sentiment surrounding the actual location/studio atmosphere.

We specifically looked at what people were saying about the instructors/location of these two sites, and there were a few key insights.

For the UWS location, a good chunk of reviewers who raved about instructors mentioned attributes like guiding/helpful, motivational, and friendly or personal.

For the Mideast location, reviewers seemed to like that the space was larger and cleaner than other studios. We also noticed a lack of reviews mentioning bad smells or broken facilities at this location, despite there being tons of complaints about these two aspects at nearly every other CPY studio.

Meaningfulness of Results

Using sentiment analysis, we managed to identify several key instructor attributes and location attributes that make up the ideal Corepower Yoga studio to customers.

We found that Corepower Yoga should focus on hiring instructors who are:

• Guiding/Helpful
• Motivational
• Friendly
• Energetic

CPY could even consider having all prospective instructors run a mock class to see if they check off these boxes.

We also found that Corepower Yoga should consider enhancing their studios by:

• Reducing foul odors in studios
• Fixing broken equipment
• Investing more heavily in maintenance and cleanliness
• Optimize the spacial layout to open up the studio

All that’s left to do now is to turn these insights into actions.

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