Menu
Walker Information
Helping you put the customer at the heart of every decision.

Text analytics and The Weather Channel

As I was checking The Weather Channel , the graph in the bottom right caught my attention. It summarizes the "weather related" Twitter discussions in the Indianapolis area.

Pretty neat. Huh?

This got me thinking about the application of text analytics in customer survey research. At Walker, we generally see  the following use cases:

  • Click – Click – Read: This phrase originates from one of Walker's clients who leverages text analytics to increase the awareness of customer comments within the organization. This particular organization uses the categorization model as a navigation tool for employees to filter down to the relevant customer comments.
  • Adding context to quantitative data: Quantitative customer survey research provides directional improvement areas, but some designs lack the next level of detail, such as what specifically to fix. This is where the text analytics can come in handy. It can explain the unstructured customer comments. When used together, the quantitative input and the text analytics can be a very powerful tool for prompting action.
  • Refine the customer survey: Text analytics help identify emerging concepts or areas that were overlooked during the survey design phase.
  • Extend to other sources: The categorization models serve as a way to link customer survey research to other sources of unstructured data, such as social media, sales rep notes, chat sessions, etc.

How are you using text analytics within your company?

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

Connect with Leslie

Share your thoughts

Your email address will not be published. Required fields are marked *