![](https://blogs.sas.com/content/sascom/files/2016/03/MS_VOC2_PIC1-295x300.jpg)
This is my second article about voice of customer analysis; you can find the first here. The first time we discussed that a simple sentiment polarity score was a rather a narrow view. This time we will examine a more insightful approach, using voice of customer analysis to monitor customers’ opinions