O'Reilly logo

Text Mining and Analysis by Satish Garla, Murali Pagolu, Goutam Chakraborty

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Case Study 9 Evaluating Health Provider Service Performance Using Textual Responses

Gary GaethSatish GarlaGoutam Chakraborty

Introduction

Summary

Introduction

The service industry has always relied on customer feedback for improving day-to-day business operations. Customer feedback is collected through surveys sent to the customer via mail, telephone and email. A survey can be used to collect different types of information. Typically a large portion of a survey contains closed-ended questions. When collecting service feedback, these questions expect customers to rate their experience on a scale, for example a Likert-scale. In addition, a small portion of the survey questionnaire is devoted for open-ended questions where a customer is allowed ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required