Social Media and Customer Feedback Dashboard Services

The Vendor is required to provide the development and delivery of a centralized social media and customer feedback dashboard for the airport customer experience division.
- Objectives
•    Develop a cloud-based dashboard capable of real-time and historical data aggregation and visualization.
•    Integrate social media and online sources to capture and analyze customer sentiment and engagement related to agency.
•    Provide data-driven insights to identify opportunities for business improvement and revenue growth.
•    Deliver quarterly, monthly, and weekly trend reports to inform CX strategies and operational decisions.
•    Enable seamless integration with Microsoft Power BI for visualization, reporting, and Analytics.
- Data Collection
o    Social Media Platforms:
o    Twitter/X, Facebook, Instagram, TikTok, YouTube, LinkedIn, Reddit, Threads 
o    Web / Review / Search Platforms:
o    Google, Bing, TripAdvisor, Yelp, Expedia, Medium, and online travel forums
o    This includes posts, mentions, comments, ratings, and reviews referencing agency.
- Data Processing and Analysis
•    Perform text, image, and acronym sentiment analysis (including terms such as “agency,” and related phrases).
•    Apply keyword filtering and contextual relevance for accurate interpretation of customer sentiment.
•    Support multilingual analysis (minimum English and Spanish).
•    Utilize Natural Language Processing (NLP) and Machine Learning (ML) to enhance analysis accuracy and classification of sentiment.
- Integration with Microsoft Power BI
•    Provide secure API integration with Microsoft Power BI for live and scheduled data refreshes.
•    Support automated daily syncs with manual and on-demand refresh options for report generation.