Friday's Innovation Inspiration - Mining customer satisfaction


How are you determining customer satisfaction? How do you move the needle? This SAS user mines the unstructured data in patient surveys with SAS Text Miner.

This technique can be applied across industries to gather insights from customer behaviors. You can even understand customer emotions and sentiment. Kathy Lange and Saratendu Sethi, from SAS, presented a paper for SAS Global Forum 2011 where they discussed the use of SAS Sentiment Analysis and SAS Text Miner to uncover good and bad feedback. The paper discusses lessons learned from real projects. Read, "What Are People Saying about Your Company, Your Products, or Your Brand?"

If you are interested in text mining capabilities, follow Richard Foley (a genius in that arena) and his Text Frontier blog.


About Author

Waynette Tubbs

Editor, Marketing Editorial

+Waynette Tubbs is the Editor of the Risk Management Knowledge Exchange at SAS, Managing Editor of sascom Magazine and Editor of the SAS Tech Report. Tubbs has developed a comprehensive portfolio of strategic business and marketing communications during her career spanning 15 years of magazine, marketing and agency work.

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