Posts Tagged: Customer survey

Four Ways Insurers can Leverage AI Powered Text Analytics

Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and service companies that enhance insurance buying, underwriting, and claims. During the event, Thematic met with many insurers who were ready to use AI/ML to help…

Read More

The rise and fall of open-ended questions

Recently I had an interesting discussion with Ron Stroeven, one the founders of Infotools, about open-enders, short for open-ended questions. In 1990 Infotools was established, 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 was fascinating to hear his view on open-enders, their history, and future.

Read More

Accuracy study – coding open-ended questions in a Net Promoter Score survey

Four people and several automated solutions were tested on a task of coding open-ended questions in a Net Promoter Score (NPS) survey. Their task: figure out the five key reasons behind an NPS survey and the five areas that could be improved. Here, we compare their performance using an academic metric of consistency. 250 students at a Swiss business school responded to a classical NPS survey with a scale question How likely are you to recommend the…

Read More

Key take-aways from sentiment analysis symposium 2016

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. Overall, this was an excellent event to get up to speed on the current state of affairs and the future outlook. So, here are my…

Read More

Why most customer feedback analysis tools suck and how to fix this

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 as valuable as the review itself. Think about it: as a business, how useful is the average of 100 scores compared to 10 customer comments on…

Read More

Customer Experience Update