Customer satisfaction and natural language processing

This study uses natural language processing in order to increase knowledge concerning customer satisfaction. A total of 12,000 returns were analyzed, 6,800 which contained freely expressed qualitative feedback. Eight themes emerge from the analysis and bring light factors influencing It is also noted that satisfaction not vertical or horizontal but can involve a more less important combination themes. shows link between level number addressed, thus challenging traditional approaches do seem distinguish discursive differences satisfied dissatisfied customers. Finally, this investigation lays foundations for automatic personalized comments.