“Fundamentally we work on the basis that you can ask the customers as many structured questions as you like, but they will tell you what’s most important to them in the verbatim comments. If you can’t effectively analyse this then you are missing out on customer gold!”
Jonny Combe, BMW
Text analytics (also known as text analysis) is the process used to derive usable information from unstructured text.
Our proprietary text analysis engine quickly and accurately identifies all the topics your customers are talking about. It filters vital feedback from chatter, automatically analyses every sentence in context and categorises them into Topics tailored to your business.
Feedback Ferret offers a fully managed service:
We do all the heavy lifting for text analytics, you simply receive the results. Use them to improve your customer experience, loyalty and satisfaction.
How does our text analytics machine, that has been taught automated rules, understand whether the phrases “barely audible” and “best buy” are positive or negative?
Considering using text analytics to understand Voice of Customer comments? Make sure the solution you choose can distinguish between a dog & a dog, and cool & cool. Curious?
It doesn’t matter how much customer feedback you collect, a good text analysis engine will discover all the unknown unknowns within it.