Cracking the code: what customers say, in their own words
Tim Macer, Mark Pearson and Fabrizio Sebastiani
This paper describes how Egg developed a novel software solution for the automatic analysis of the many thousands of verbatim comments collected through event and customer experience surveys conducted online.
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...
