We took a bunch of customer questions, RFI's and RFQ's and combined them into a single Q&A page.
Drill into the different themes through these links.
Want to learn about how to choose the right method and
tool for customer experience text analysis?
Feedback text analysis is a new industry and that’s why there isn’t a well established terminology (that everybody agrees upon). Understanding these four concepts makes the reading of this document easier.
SIGNAL: We call customer's and employee’s open-ended text comments Signals. Some people call them open-ended comments, text feedback, unstructured feedback or verbatims.
TOPIC: Topics are what customers talk about. They try to instill the meaning of a customer’s or employee’s intention. Topics are issues, concerns and ideas that customers express in their text comments. Etuma Topics are industry specific or tuned to customer’s specification. Some people call these categories or classes.
CODEFRAME: We call a set of industry or customer specific Topics a Codeframe or Topic Codeframe. Some people call this taxonomy, ontology, categorization system, or classification system.
SENTIMENT: Sentiment is how customers feel about different aspects of your company's operations. In Etuma’s solution Sentiment is measured at Topic level. Etuma gives a negative sentence in Signal a score of -1, neutral is 0 and positive +1. Customer’s and employee’s wishes are given a score of -0,5.