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Your Knowledge Partner ™ megaputer

Survey Analysis using PolyAnalyst. TM. Your Knowledge Partner ™ www.megaputer.com. Introduction. Surveys provide customers with a platform to voice their opinions and grievances about the company and its services

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Your Knowledge Partner ™ megaputer

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  1. Survey Analysis using PolyAnalyst TM Your Knowledge Partner ™www.megaputer.com

  2. Introduction • Surveys provide customers with a platform to voice their opinions and grievances about the company and its services • Companies can often learn a great deal from these surveys about not only themselves but also their customers • Surveys comprise of a mix of multiple choice questions as well as open-ended questions • Responses to open-ended questions are free form text • Manual analysis of this feedback is a time-consuming and costly process • Analysts require natural language processing tools, which can quickly and accurately lead to actionable outcome

  3. Data snapshot Sample data from responses to a survey question seeking customer feedback on Internet services of a large ISP Imagine having to physically scan through thousands of such records! What is required is a tool that can automate this process.

  4. Survey Analysis using PolyAnalyst TM

  5. Textual data analysis methodology Clean data Run Text Analysis Output Identify attributes to analyze Knowledge about Customer dissatisfiers and recommendations Refine and focus Pre-processing Analysis

  6. Text Analysis Engine Main concepts from narratives Unsupervised Text Analysis In the matter of minutes, PolyAnalyst scans through thousands of records generating a list of topics occurring in customer feedback based on their relative importance and frequency. Analysts can quickly gain knowledge about important issues contained in the feedback without having to manually go through each record.

  7. Link Analysis

  8. Link Analysis of Main Concepts Circular layout reveals links between main concepts The higher the correlation between the terms, the thicker is the link connecting them

  9. Link Analysis of Main Concepts In cluster layout individual clusters are marked in different colors The floating data view window displays records supporting the selected link, thereby allowing quick reference to the chosen concepts within those records

  10. Selecting a link creates a corresponding subset of data Displayed below are four records in which the termsbarandget rid ofoccurtogether Link Analysis of Main Concepts Snapshot of single cluster A drill-down of all links in the cluster indicates that users find the navigation barto be a pain. It stays on top of the screenall the time taking up large spaceon the screen. Users want the ISP to get rid of the bar.

  11. Link Chart

  12. Link Chart: Features  Problems Link chart maps features with problems experienced by customers Link chart allows to focus on specific issues raised by customers. Example: Some of the problems associated withEmailaredownload,password,sign-on, etc. Right clicking on a link enables saving of associated records as a dataset for further analysis.

  13. Datasets corresponding to each of the links associated withEmailandNavigation Barare extracted for investigation Link Chart: Features  Problems Snapshot of problems associated with Email and Navigation Bar • Upon analysis of the datasets, it was possible to conclude that users: • Want to be able to sign- • on to email immediately • after logging on; • Want to put inthe • password only once; • Want the system to • remember the password

  14. Snake Chart

  15. Spikes indicate that issues most frequently associated with: Navigation Barare get rid of, irritate, pop-up and take-up Email are download, password, remember and time-consume Serviceare connection speed, price and customer service Snake Chart Snake Chart displays the relative frequency of identified terms

  16. Snake Chart Clicking on a node creates a subset of data Concepts being investigated are highlighted wherever they occur in the record. Example: In the figure, clicking on the nodeCustomer Servicefor the seriesServicecreates a subset.Customer service is highlighted in the selected record.

  17. Results and Actions Based on the results obtained from the survey analysis, the ISP decided to make the following changes: • Provide users with an easier and faster access to emails • Get rid of the navigation bar • Stop sending pop-up ads • Improve search engine capabilities By listening to its customers the ISP was able to significantly increase customer satisfaction and loyalty

  18. Summary PolyAnalyst enables businesses to: • Analyze surveys containing structured as well as unstructured data • Extract the maximum information and thereby value out of surveys • Cut down on time and resources required to analyze surveys without compromising on the quality of results • Reduce latency and cost associated with manual survey analyses • Make surveys a vital tool in the hands of management by ferreting key information out of customer feedback

  19. For More Information Call Megaputer at (812) 330-0110 or write at 120 W Seventh Street, Suite 310 Bloomington, IN 47404 USA info@megaputer.com

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