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What is text analytics?

Text analytics is a tool that can help to maximize the value of open-ended feedback. Text analytics has three key advantages.

  1. It is scalable: text analytics is a method of handling large, unstructured data sources. It turns data that was previously unmanageable into something scalable and easily disseminated to large groups of managers, stakeholders, executives, etc.

  2. It is flexible: It can handle almost any textual data source, but typically includes survey comments, Facebook posts, Tweets, blogs, reviews… Essentially, if you can pull the qualitative data, it can be analyzed.

  3. It is insightful: text analytics has the potential to be extremely insightful and actionable. It helps us to manage large data sets, while at the same time guiding us on what’s most interesting or important in the data. We can rather quickly identify various themes or topics appearing in customer feedback, as well as determine how the customers feel about those topics.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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