What exactly do we do?

We turn your open-text customer feedback from social media and all your own channels into actionable information by categorizing it into TOPICS, VIEWPOINTS, and SENTIMENT.

Check out our short video to learn more.

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NPS Score

Etuma Feedback Categorizer looks behind your NPS score to find actionable information

The most valuable information in your NPS survey responses is hidden within the answers to the Why-question.

The goal of an effective NPS process should be more than determining the Net Promoter Score. Understanding the reasons behind the score enables you to improve the scores of your Detractors and to capitalize further on what is working for your Promoters. 

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Have you identified Customer Experience as a core element in your corporate strategy?

Do you receive large amounts of unstructured feedback from your customers?

If you answered yes to both these questions, Etuma Feedback Categorizer can help you improve your products and services and reach your targets by bringing you closer to your customers.

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We categorize multi-language customer feedback by VIEWPOINT, TOPIC and SENTIMENT.

  • Detect trends, issues, ideas and development areas
  • Filter and drill-down to identify the root-cause
  • Draw conclusions and distribute insights
  • Monitor the customer journey
  • Conduct NPS verbatim analysis

 

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Etuma Feedback Analysis

White Paper for CX Professionals

The CX Professional's Guide to Implementing an Enterprise Insight Process outlines the 12 steps to developing a listening, feedback analysis, and insight distribution process.

Download White Paper

Frequently Asked Questions

[fa icon="plus-square"] What languages do you support?
Currently we support English, French, Italian, German, Spanish, Dutch, Danish, Norwegian, Swedish and Finnish.
[fa icon="plus-square"] What does it take to set it up?
All that’s required is to connect any customer feedback channel –Net Promoter Score, CSAT, social media, help desk, contact center, event-based surveys, email, contact form– to the EFC via standard web interfaces. If you want to use the API and store the analysis results into your database, that is fine by us too. If you want to find out more about the onboarding project, please click here.
[fa icon="plus-square"] What are the benefits of using Etuma?
Find out in real-time what your customers like and dislike about your products and services. This enables you to improve your products, services and communicate more effectively. 
[fa icon="plus-square"] Can you analyze any type of feedback?
Yes,  we can. EFC is easily tuned to support any type of feedback from contact center web forms to social media. Just connect the channel using real-time web interfaces (SOAP, REST) or upload to self service research data slot. EFC is also available as a pure API-service.
[fa icon="plus-square"] How much does it cost?
EFC is a subscription cloud service. Prices start from €500 per month. Please fill this form to get a detailed offer.
[fa icon="plus-square"] What makes Etuma unique?
Etuma Feedback Categorizer is built from the ground up to support multi-language analysis and reporting. Etuma uses rule-based Natural Language Processing (NLP) technology, which enables high quality analysis for any type of feedback with minimum amount of manual tuning.
[fa icon="plus-square"] Is it safe and secure?
All industry standard practices are implemented to keep the customer’s data and login information safe and compartmentalized. Etuma provides market’s most advanced anonymizer service for companies in industries that require tighter privacy controls. 
[fa icon="plus-square"] Who are Etuma's references?
Etuma has dozens of references in many industries and hundreds completed analysis projects during the past few years. Customers include many private and public companies in Europe, US and Australia. To name a few: Betsson, Finnair, S-Group.