Feedback Analysis
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
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