Our Methodology

The Content

- customer reviews of specific product models are located on public websites and forums, authenticated, de-duped and aggregated for the contextual analysis of the creators sentiments. All content is back-linked to the original source and individuals who have contributed it.

The Process

The content of the customer reviews is processed by Opinion Miner© software to discover which attributes are important to customers and to measure how important they are. The sentiments, associated with each discovered attribute, are quantified and translated into Customer Experience (CX) metrics.

The Insights

The analysis of CX metrics and their benchmarking of competing products illuminates opportunities for New Product Development to exploit unmet customer needs, empowers Strategic Marketing to get better returns on marketing investments and CEM professionals to deliver superior experience.

Our "self-learning" software employs Natural Language Processing (NLP) and Sentiment Analysis techniques with Statistical Models enriched by contextual linguistic analysis and behavioral economics business rules.

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