Data Tech

Incorporating consumer feedback into business processes is essential when prioritizing future work and direction for many companies. While some information from consumers comes in the form of standardized question/answer which can be easily curated for analysis, a large amount of the information exists solely in free text fields. Application of NLP techniques to free text processing and classification can reduce human bias and improve scalability by minimizing manual efforts. Topic modeling or clustering text can help to understand broad themes. Scoring algorithms can assist to find text responses that are similar to one another. Supervised machine learning is useful to assign documents to predetermined classifications. We will provide implementation examples of NLP techniques to drive insight from consumer data such as Net Promotor Score (NPS) Survey and other customer feedback.