Tracking Changing Customer Sentiments in Food Delivery Apps: A Sentiment Drift Analysis of Swiggy and Zomato

This study analyzes sentiment drift in customer reviews of Swiggy and Zomato to understand how user perceptions change over time. Using a mixed-method approach, primary data was collected and analyzed through NLP and statistical techniques. The findings show that customer sentiment varies across time, influenced mainly by app usability, service quality, and order accuracy. The study highlights the importance of continuous monitoring of customer feedback to improve service performance and maintain competitive advantage