Cracking the code: what customers say, in their own words
Tim MacerUniversity of Southampton
Mark PearsonEgg Plc
Fabrizio SebastianiNational Council of Research, Italy
INTRODUCTION
This paper describes how Egg, a large UK internet bank, in partnership with meaning ltd, a research technology consultancy, commissioned the Institute for the Science and Technology of Information of the Italian National Council of Research (ISTI-CNR) to build VCS, a novel software solution for the automatic analysis of the many thousands of verbatim comments Egg collects through event and customer experience surveys conducted online. The sheer volume of responses received had made...