Category Archives: Customer Satisfaction Research

What does the co-occurrence graph tell you?– Text Analytics Tips by Gosia The co-occurrence graph in OdinText may look simple at first sight but it is in fact a very complex visualization. Based on an example we are going to show you how to read and interpret this graph. See the attached screenshots of a single […]

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Marketing Research Confessions Part II – Researchers Say Open-Ends Are Critical! My last post focused on the alarmingly high number of marketing researchers (~30%) who, as a matter of policy, either do not include a section for respondent comments (a.k.a. “open-ended” questions) in their surveys or who field surveys with a comment section but discard […]

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One-Third of Researchers Think Survey Ratings Are All They Need You’d be hard-pressed to find anyone who doesn’t think customer feedback matters, but it seems an alarming number of researchers don’t believe they really need to hear what people have to say!   In fact, almost a third of market researchers we recently polled either […]

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Your Candid Thoughts on Open Ends in Surveys? Hi readers. Today I’m just sharing a very short survey. If you are a user of OdinText’s software this survey is not for you. It’s for marketing researchers in general to get their thoughts on voice of customer comment data and how they deal with it. So […]

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What do satisfied versus dissatisfied customers talk about? – Group Comparison Example – Text Analytics Tips by Gosia In this post we are going to discuss one of the first questions most researchers tend to explore using OdinText: what do satisfied versus dissatisfied customers talk about?

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3 Ways You Can Improve Your Lost Customer Analysis Preventing Customer Churn with Text Analytics Lapsed Customers, Customer Churn, Customer Attrition, Customer Defection, Lost Customers, Non-Renewals, whatever you call them this kind of customer research is becoming more relevant everywhere, and we are seeing more and more companies turning to text analytics in order to […]

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Beyond Sentiment – What are emotions and why are they useful to analyze?– Text Analytics Tips by Gosia Emotions – Revealing What Really Matters Emotions are short-term intensive and subjective feelings directed at something or someone (e.g., fear, joy, sadness). They are different from moods, which last longer, but can be based on the same general […]

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How to Increase the Amount of Text Data for Analysis – Text Analytics Tips by Gosia If you find yourself slightly disappointed by the quantity or quality of text comments provided by your respondents you are definitely not alone. This is a common problem especially when survey respondents are not compensated for their answers and when […]

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Why most customer experience management surveys aren’t very useful   Most of your customers, hopefully, are not unhappy with you. But if you’re relying on traditional customer satisfaction research—or Customer Experience Management (CXM) as it’s come to be known—to track your performance in the eyes of your customers, you’re almost guaranteed not to learn much […]

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Peaks and Valleys or Critical Moments Analysis Text Analytics Tips by Gosia    How can you gain interesting insights just from looking at descriptive charts based on your data? Select a key metric of interest like Overall Satisfaction (scale 1-5) and using a text analytics software allowing you to plot text data as well as […]

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Get a complete picture of your data: The ‘Top-Down and Bottom-Up Approach’ At OdinText we’ve found that the best way to identify all key drivers in any analysis really, especially in customer experience management (including but not limited to KPI’s such as OSAT, Net Promoter Score, Likelihood to Return or other real behavior) is through a dual […]

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“Client Market Researcher of the Year Awards,“ by RBDR (Research Business Report) The inaugural winner of RBDR’s Client of the Year Award for Excellence in Text Analytics is Jiffy Lube at Shell Oil Co. with their innovative use of OdinText. “Shell won the award specifically for their continued ability to use text analytics to learn […]

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Text Analytics at Disney

Tom H. C. Anderson
July 24th, 2014

An American Marketing Association case study on text analytics Disney has been leveraging OdinText Analytics to understand and prioritize voice of the customer comments and improve guest satisfaction. There are many questions that can be answered only through Next Generation Text Analytics. The American Marketing Association will be publishing an OdinText case study in the […]

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[Interview with OdinText founder Tom H. C. Anderson reposted from TotalCIO (IT Knowledge Exchange)] A social media contrarian speaks out on the limited value of tweet analytics  by Nicole LaskowskiProfile: Nicole Laskowski     A customer loyalty or a customer service department may not be the most “analytically inclined” departments within a business, but they may […]

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 [Interview Reposted with Permission From Jeffrey Henning’s ResearhAccess] I recently had the opportunity to interview Tom H. C. Anderson, the founder of Anderson Analytics, about his ongoing application of text analytics to market research. Q: What’s the process for optimally using text analytics with survey verbatim responses? A: Well, that patented process is something that we’ve obviously […]

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Anderson Analytics’ OdinText Announces Patent for Powerful New Text Analytics Process   Anderson Analytics today announced the granting of Patent No. 8,473,498 by the United States Patent and Trademark Office (USTPO) for the new powerful Natural Language Text Analytics process utilized in their OdinText software. The approach leverages contextual data and provides a process for […]

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Stop Chasing the Big Data; Mid Data makes more sense After attending the American Marketing Association’s first conference on Big Data this week, I’m even more convinced of what I already suspected from speaking to hundreds of Fortune 1000 marketers the last couple of years. Extremely few are working with anything approaching what would be […]

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In Depth: Making text – and big data – analytics a default business solution [Republished from Text Analytics News]  We recently caught up with two text analytics experts ahead of our Text Analytics Summit in San Francisco to get their thoughts on the growing commercial importance of text and big data analytics, and where the next […]

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How many survey questions are needed? Yesterday’s Q&A with BRB prompted an interesting discussions on one of the research related LinkedIn groups I belong to. As a result today I have a semi hypothetical question I’d like to put out to the marketing research community. Let’s assume that a customer satisfaction survey has these four […]

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