ABSTRACT
This chapter discusses the role of analytics in understanding user feedback of an organizational setup. It analyzes public sentiment as expressed on Twitter regarding the Indian government demonetizing high currency notes in November, 2016 to curb corruption. The chapter suggests an approach by which progress toward better integration of user feedback within the decision-making process through a knowledge management system in an organization can be realized. It discusses possible ways to collect user feedback. The chapter gives details of opinion mining and data mining as techniques for user feedback analysis. It explains the government can learn a lot from the user feedback available on social media. The chapter demonstrates the use of data analytics for obtaining knowledge from user feedback with the help of a case of the Indian government in which the government all of a sudden introduced a major change in its currency.
