Abbott recognized the importance of collecting feedback on its newly introduced range of pharmaceutical products and sought an automated solution that would facilitate the collection and analysis of this information. The purpose was to monitor social media platforms without requiring in-house resources over an extended period of time.

To address this need, LOAD developed a decision-support tool to analyze and monitor customer comments about Abbott’s pharmaceutical products across various social networks. The Abbott portal effectively captures and analyzes the volume of feedback over time while determining the associated sentiment for each product. This tool provides valuable insights to support decision-making and improve understanding of customer perceptions.