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...

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