Customer Experience
Read blog articles and stories on how to measure customer experience, how to identify what you need to improve and how to analyze feedback data to understand your customer needs.
Top 3 reasons why most NLP fails Paid Members Public
Understanding customer comments, on a large scale, needs to be automated. So, it requires Natural Language Processing (NLP) or Text Analytics. Unfortunately, most open-source NLP tools were developed on text researchers have easy access to. These are typically news articles, research papers and movie reviews. I learned that the analysis
5 lessons from the Customer Experience Asia Summit Paid Members Public
There were many reasons why I was looking forward to the Customer Experience Asia Summit in Singapore. And I won’t lie, one of them was the fact that it took place at the famous Marina Bay Sands! But apart from a spectacular view of the city while swimming in
The rise and fall of open-ended questions Paid Members Public
Recently I had an interesting discussion with Ron Stroeven, one the founders of Infotools, about open-enders, short for open-ended questions. Infotools was established in 1990, but Ron has worked in market research far longer than that. He has a wealth of experience in survey design and data analysis, so it
Accuracy study - coding open-ended questions in a Net Promoter Score survey Paid Members Public
Four students and several algorithms attempted to make sense of responses to open-ended questions in an NPS survey. How well did they do?
Key take-aways from sentiment analysis symposium 2016 Paid Members Public
In July 2016, I was fortunate enough to speak at the Sentiment Analysis Symposium in New York. It is one of the most important events for those who invent text analytics solutions and for those who use them. I also attended the co-located sentiment analysis tutorial run by Jason Baldridge.
Why most customer feedback analysis tools suck and how to fix this Paid Members Public
They collect scores into pretty dashboards, but don’t actually tell what the feedback is or how to achieve customer loyalty. Customer feedback analysis tools are all the rage, but most of them suck. If you ever left a review yourself, you will know that your score is not nearly
7 NLP must-haves for customer feedback analysis Paid Members Public
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. 7 NLP Must-Haves for Customer Feedback Analysis from Alyona Medelyan Transcript Slide 1 Today I want to talk about customer feedback analysis. We all
How to measure accuracy of coding survey responses Paid Members Public
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
