Customer Feedback Analyzer

• US 20150088608A1
• Filed: 09/26/2013
• Published: 03/26/2015
• Est. Priority Date: 09/26/2013
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Cama, Karl J., Herman, Norbert, Lambert, Daniel
• Granted Patent: US 9,799,035 B2
• Time in Patent Office: Days
• US Class Current: 705/7.32
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

A method and system for analyzing customer feedback is provided. The method includes accessing a keyword and word mapping database and receiving consumer feedback data associated with a product or service. The consumer feedback data includes feedback data groups. Each group is divided into segments based on word analysis. Each segment is analyzed with respect to the keyword and thesaurus database. A score is generated for each segment and a composite score is generated for each feedback data group. Each composite score is stored.

Claims

1. A method comprising:

accessing, by a computer processor of a computing system, a keyword and word mapping database;

receiving, by said computer processor, consumer feedback data associated with a product or service, wherein said consumer feedback data comprises feedback data groups, each of the feedback data groups being associated with a data source;

dividing, by said computer processor based on word analysis, each said group into a plurality of segments, wherein each segment of each said plurality of segments for each said group is associated with a category of a list of categories;

analyzing, by said computer processor executing a psycholinguistic scoring engine with respect to said keyword and word mapping database, each segment of each said plurality of segments for each said group;

generating, by said computer processor based on results of said analyzing, a score for each segment of each said plurality of segments for each said group; and

generating, by said computer processor, a composite score for each said group based on each said score for each segment of each said plurality of segments for each said group.

2. The method of claim 1, further comprising:

generating, by said computer processor based on each said composite score for each said group, an analysis report ranking said product or service.

3. The method of claim 1, wherein said categories comprise a transaction experience category, a price category, a fashion category, a service category, and a delivery category.

4. The method of claim 1, wherein said analyzing comprises:

performing a text analysis process with respect to text within each segment of each said plurality of segments for each said group.

5. The method of claim 4, further comprising:

generating, by said computer processor, a radius around a keyword within said text, wherein said radius is generated based on;

a fixed number of words associated with said keyword, punctuation associated with said keyword, a context change associated with said keyword, or spacing associated with said keyword.

6. The method of claim 5, wherein said context change comprises a change of nouns used with respect to said keyword.

7. The method of claim 1, wherein said consumer feedback data comprises structured data and unstructured data, wherein said structured data comprises survey data, consumer reports data, and transaction data, and wherein said unstructured data comprises product/service review data, social media data, call-in data, call center data, and service record data.

8. The method of claim 1, wherein each said score for each segment of each said plurality of segments for each said group comprises a scoring range.

9. The method of claim 1, wherein each said score for each segment of each said plurality of segments for each said group is generated based on:

an analysis of word frequency in said consumer feedback data, an analysis of phrasing in said consumer feedback data, and sentiment analysis of said consumer feedback data.

10. The method of claim 1, further comprising:

applying, by said computer processor, a weighting factor to each said score for each segment of each said plurality of segments for each said group; and

generating, by said computer processor based on said applying, a weighted score for each said score for each segment of each said plurality of segments for each said group.

11. The method of claim 1, further comprising:

displaying, by said computer processor, each said weighted score.

12. The method of claim 1, further comprising:

transmitting, by said computer processor, each said weighted score through an application program interface.

13. The method of claim 1, further comprising:

providing at least one support service for at least one of creating, integrating, hosting, maintaining, and deploying computer-readable code in the computing system, said code being executed by the computer processor to implement said accessing, said receiving, said dividing, said analyzing, said generating said score, said generating said composite score, and said storing.

14. A computing system comprising a computer processor coupled to a computer-readable memory unit, said memory unit comprising instructions that when executed by the computer processor implements a method comprising:

accessing, by said computer processor, a keyword and word mapping database;

receiving, by said computer processor, consumer feedback data associated with a product or service, wherein said consumer feedback data comprises feedback data groups, each of the feedback data groups being associated with a data source;

dividing, by said computer processor based on word analysis, each said group into a plurality of segments, wherein each segment of each said plurality of segments for each said group is associated with a category of a list of categories;

analyzing, by said computer processor executing a psycholinguistic scoring engine with respect to said keyword and word mapping database, each segment of each said plurality of segments for each said group;

generating, by said computer processor based on results of said analyzing, a score for each segment of each said plurality of segments for each said group; and

generating, by said computer processor, a composite score for each said group based on each said score for each segment of each said plurality of segments for each said group.

15. The computing system of claim 14, wherein said method further comprises:

generating, by said computer processor based on each said composite score for each said group, an analysis report ranking said product or service.

16. The computing system of claim 14, wherein said categories comprise a transaction experience category, a price category, a fashion category, a service category, and a delivery category.

17. The computing system of claim 14, wherein said analyzing comprises:

performing a text analysis process with respect to text within each segment of each said plurality of segments for each said group.

18. The computing system of claim 17, wherein said method further comprises:

generating, by said computer processor, a radius around a keyword within said text, wherein said radius is generated based on;

a fixed number of words associated with said keyword, punctuation associated with said keyword, a context change associated with said keyword, or spacing associated with said keyword.

19. The computing system of claim 18, wherein said context change comprises a change of nouns used with respect to said keyword.

20. A computer program product for analysis, the computer program product comprising:

one or more computer-readable, tangible storage devices;

program instructions, stored on at least one of the one or more storage devices, to access a keyword and word mapping database;

program instructions, stored on at least one of the one or more storage devices, to receive consumer feedback data associated with a product or service, wherein said consumer feedback data comprises feedback data groups, each group of the feedback data groups being associated with a data source;

program instructions, stored on at least one of the one or more storage devices, to divide based on word analysis, each said group into a plurality of segments, wherein each segment of each said plurality of segments for each said group is associated with a category of a list of categories;

program instructions, stored on at least one of the one or more storage devices, to analyze by a computer processor executing a psycholinguistic scoring engine with respect to said keyword and word mapping database, each segment of each said plurality of segments for each said group;

program instructions, stored on at least one of the one or more storage devices, to generate, based on results of the analysis, a score for each segment of each said plurality of segments for each said group; and

program instructions, stored on at least one of the one or more storage devices, to generate a composite score for each said group based on each said score for each segment of each said plurality of segments for each said group.