Feedback Analysis
Sarcasm in customer feedback – how common is it? Paid Members Public
Most people believe that text analytics solutions fail because sarcasm in customer feedback is very common. Somebody writes “Great service, yeah right!” and the dumb algorithm tags it as positive. So, whenever I speak on text analytics, someone in the audience will always ask: But how do you deal with
Why word clouds harm insights Paid Members Public
The picture above depicts Paul McCartney wearing a mullet [https://upload.wikimedia.org/wikipedia/commons/3/32/Paul_and_Linda_McCartney.jpg] . This article criticizes word clouds,the mullets of the Internet [http://brittbrouse.com/2011/10/14/do-you-agree-that-word-clouds-are-the-mullets-of-the-internet/] . :-) > “Every time I see a word cloud presented as insight,
Actionable insights: can data analysis software deliver them? Paid Members Public
When it comes to making sense of data, getting actionable insights is the holy grail. But what does this even mean? When is a finding an insight? When is an insight actionable? Can data analysis deliver them? Let’s get to the bottom of this by looking at some examples.
8 natural language processing (NLP) examples you use every day Paid Members Public
What is Natural Language Processing, or NLP in short? If you’re unsure, you’re not alone. Many people don’t know much about this fascinating technology, and yet we all use it daily. In fact, if you are reading this, you have used NLP today without realizing it. What
5 reasons to choose text analytics to find meaningful insights Paid Members Public
Discover why text analytics is the best way to find meaningful insights in customer responses.
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?
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
