EAVESDROP DIPSTICK #011Dell Inspiron

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Eavesdropping on conversations about the Dell Inspiron

SAMPLE EAVESDROP REPORT

Laptops > Dell Inspiron > Overall Scorecard

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To create a customer value scorecard for the Dell Inspiron

Challenge

• Conversations from Consumer Generated Media were analyzed using Natural Language processing techniques including• Building Domain knowledge dependent lexicons• Classification of dimensions (Performance, Features, Hardware,

Ergonomics, Software, Usage, Value, User Friendliness, Connectivity, Ports/Slots, Security, Brand Name and Customer Service)

• Analysis included competitive analysis (feature wise comparison across other popular laptop brands)

Solution

• The Dell Inspiron Customer Service, User Friendliness and Software issues.

• Specific feedback included

• Improve customer service and reduce repair costs

• Improve general build quality in all areas and keeping costs constant

Take Aways

Customer ServiceBrand Name

SecurityPorts/Slots

User Friendliness

ValueUsage

Software

Hardware

Features

Performance

Connectivity

Ergonomics

Extract themes from user generated content across customer touch points

Spark viral trends using web 2.0 concepts over the internet

Analyze drivers and patterns behind brand

perceptions

AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA

DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS

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Deliverable

eavesdrop report on named brands on a periodic basis

Deliverable

silhouette report on named brands on a periodic basis

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Strategy Consulting to leverage web 2.0 for your brand

SILHOUETTEEAVESDROPTM

PERSPECTIVE

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TM

Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive

competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with

customers.

United States+1 201 633 8728

Rest of the Globe+65 6443 1926

www.fractalanalytics.com

India+91 22 6704 2444

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