Thematic Text Analytics
Analysis to make sense of a large volume of customer comments through coding, thematic analysis and data visualization, ensuring that that the written or spoken word is used to synergistically enhance quantitative data.
- Categorization of comments will be matched to the research at hand, whether highlighting what the customer really feels during their experiences with you, or whether identifying reasons why behind decisions.
- Enables you and your employees to truly hear the voice of the customer in aggregate, avoiding anecdotal interpretations of comments
- Beautifully and simply displayed to depict what is most prominent and prevalent, so you are better able to act on the insights
Applications: Survey analysis; social media sentiment analysis; voice-to-text comment coding; phone center service request typology; employee-customer interaction training; customer pain point mapping; emerging trend analysis.