If you missed our presentation at the Sentiment Analysis Symposium in New York last July, read on to see it in full with accompanying slide notes.
In this article, we explain how to evaluate the accuracy of coding survey responses. Whether coding is manual or automated, we recommend using the same method and explain here how it works in practice.
Why measuring the accuracy of coding matters
Responses to open-ended questions in surveys are full of valuable insight, but
Maya Angelou once said “people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Results from a recent Mckinsey study demonstrate what this means for businesses: After a positive customer experience, more than 85 percent of customers