Customer Surveys – Using Text Analytics to Isolate the Reasons Behind Customer Dissatisfaction

July 21, 2011

Our Client Knew Their Customers Were Unhappy, They Just Didn’t Know Why

Analyzing customer surveys for trends and themes is a challenge, especially if there are a number of questions that allow a customer to describe or add comments.  This type of unstructured text is critical because it can provide additional context or explanation for certain expressed preferences or opinions. It’s also very hard to organize and analyze, especially if you have a large volume of submissions.