Do you still analyse text data manually?
Unstructured text comments are a goldmine of client intelligence. Open questions give clients and employees the space to share what’s really on their minds.
But while unstructured feedback is expanding, the time available to analyse the text data is shrinking. Subjective, manual analysis doesn’t scale.
Firms seeking a competitive advantage are asking for a faster way to make sense of text responses.
The Pain of Manual Text Analysis
Whether you’re trying to manually tag comments in a spreadsheet or scan responses “to see if anything jumps out”, analysing text data is currently a slow and subjective process. When results are needed quickly, surveys become a series of closed questions that reveal more about internal priorities than external experiences.
Marketing and client listening managers often confide in us about their frustrations. They don’t have enough time to make the most of verbatim comments – to discover ‘why’ clients are giving each rating.
The impact of this manual approach is wasted time and lost growth opportunities.
AI-driven text analysis
MyCustomerLens combines machine learning with industry expertise to create tailor-made algorithms for each sector. This isn’t generic text analysis, we’re focused on discovering the key insights decision-makers are waiting for. Specifically, our automated text analysis discovers three vital themes within your data:
Topics – ‘what’ people are talking about.
Our algorithms discover and organise thousands of related terms, such as product names, roles, communication channels and even competing brands
Emotions – ‘how’ the experience is making them feel
Our algorithms go beyond sentiment analysis to discover the emotions people are expressing, such as joy, frustration and anticipation.
Value drivers – ‘why’ the experience is impacting their behaviour
Finally, our algorithms link feedback to behaviour by identifying the drivers of buying habits, such as responsiveness, expertise and value for money.
The benefit of this real-time analysis is enabling decision-makers to keep their finger on the pulse. You don’t have to wait for surveys to close or research to be reported – you can always see the latest picture.
Solution
MyCustomerLens aggregates all your client-related feedback and summarises it in real-time.
This frees up your valuable time and resources to make faster and more informed decisions.
Save hours analysing feedback data
“Without MyCustomerLens I’d have to set aside hours to review and report on our latest survey results”
Adam Sheehan, Aspire Sports
Other Challenges
2020 accelerated digital transformation and made every firm part of the experience economy. In this new world, responding to change quickly is a competitive advantage. In seizing a competitive advantage, firms are having to address four connected challenges.
Is it worth 5 minutes of your time?
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