Download - © 2002-2003 Megaputer intelligence, Inc. Your Knowledge Partner Survey Analysis using PolyAnalyst TM
© 2002-2003 Megaputer intelligence, Inc.
Your Knowledge Partner ™www.megaputer.com
Survey Analysis using
PolyAnalystTM
© 2002-2003 Megaputer intelligence, Inc.
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
© 2002-2003 Megaputer intelligence, Inc.
Data snapshotSample 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.
Imagine having to physically scan through thousands of such records!
What is required is a tool that can automate this process.
© 2002-2003 Megaputer intelligence, Inc.
Survey Analysis using
PolyAnalystTM
© 2002-2003 Megaputer intelligence, Inc.
Clean data
Identify
attributes to
analyze
Output
Knowledge about Customer
dissatisfiers and recommendations
Refine
and focus
Run
Text Analysis
Pre-processing Analysis
Textual data analysis methodology
© 2002-2003 Megaputer intelligence, Inc.
Main concepts from narrativesUnsupervised 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.
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.
Text Analysis Engine
© 2002-2003 Megaputer intelligence, Inc.
Link Analysis
© 2002-2003 Megaputer intelligence, Inc.
Link Analysis of Main ConceptsCircular layout reveals links between main concepts
The higher the correlation between the terms, the thicker is the link connecting them
The higher the correlation between the terms, the thicker is the link connecting them
© 2002-2003 Megaputer intelligence, Inc.
Link Analysis of Main ConceptsIn 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
The floating data view window displays records supporting the selected link, thereby allowing quick reference to the chosen concepts within those records
© 2002-2003 Megaputer intelligence, Inc.
Link Analysis of Main ConceptsSnapshot of single cluster
Selecting a link creates a corresponding subset of data
Displayed below are four records in which the terms bar and get rid of occur together
Selecting a link creates a corresponding subset of data
Displayed below are four records in which the terms bar and get rid of occur together
A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain.
It stays on top of the screen all the time taking up large space on the screen.
Users want the ISP to get rid of the bar.
A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain.
It stays on top of the screen all the time taking up large space on the screen.
Users want the ISP to get rid of the bar.
© 2002-2003 Megaputer intelligence, Inc.
Link Chart
© 2002-2003 Megaputer intelligence, Inc.
Link Chart: Features ProblemsLink chart maps features with problems experienced by customers
Right clicking on a link enables saving of associated records as a dataset for further analysis.
Right clicking on a link enables saving of associated records as a dataset for further analysis.
Link chart allows to focus on specific issues raised by customers.
Example: Some of the problems associated with Email are download, password, sign-on, etc.
Link chart allows to focus on specific issues raised by customers.
Example: Some of the problems associated with Email are download, password, sign-on, etc.
© 2002-2003 Megaputer intelligence, Inc.
Link Chart: Features ProblemsSnapshot of problems associated with Email and Navigation Bar
Datasets corresponding to each of the links associated with Email and Navigation Bar are extracted for investigation
Datasets corresponding to each of the links associated with Email and Navigation Bar are extracted for investigation
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 in the password only once;- Want the system to remember the password
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 in the password only once;- Want the system to remember the password
© 2002-2003 Megaputer intelligence, Inc.
Snake Chart
© 2002-2003 Megaputer intelligence, Inc.
Snake ChartSnake Chart displays the relative frequency of identified terms
Spikes indicate that issues most frequently associated with:
Spikes indicate that issues most frequently associated with:
Email are download, password, remember and time-consume
Service are connection speed, price and customer service
Navigation Bar are get rid of, irritate, pop-up and take-up
© 2002-2003 Megaputer intelligence, Inc.
Snake ChartClicking 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 node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record.
Concepts being investigated are highlighted wherever they occur in the record.
Example: In the figure, clicking on the node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record.
© 2002-2003 Megaputer intelligence, Inc.
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
© 2002-2003 Megaputer intelligence, Inc.
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
© 2002-2003 Megaputer intelligence, Inc.
For More Information
Call Megaputer at(812) 330-0110
or write at120 W Seventh Street, Suite 310
Bloomington, IN 47404 [email protected]