In this Paper we show how we have tackled the problem of bad opinions about a waste company services on Twitter [1]. We classified the tweets in two types, inci-dents: tweets that the company can fix, and opinions [2].
In the first phase our research consisted in development of computer algorithms capa-ble of detecting incidents published by citizens on Twitter, and in the second phase we managed the collected information to improve the service and control of citizen perception.Universidad de Málaga. Campus de excelencia Internacional Andalucía Tec
