December News

Growing use of aura's Text Mining Analysis ensures customers’ opinions are clearly understood...

Bringing the Voice of the Customer to life has been something we at aura have thrived on for the past 13 years; however, sophisticated and cost effective Text Mining has increasingly delivered greater definition and urgency to our raison d’etre.

Previously thousands of customer comments went to waste as there was no linkage to the statistical scores generated and no way to interrogate the verbatim without paying tens of thousands of pounds. The customer feedback comes from an increasingly wide range of sources from Customer Satisfaction and CRM programmes to social media. By using aura’s Text Mining package you can now understand how the customer’s positive or negative sentiments impact on their overall experience and likelihood to recommend/repurchase and pick up opinions on a wider range of corporate activity. We can highlight areas that have a significant impact on experience, how internal processes and Customer Charters are adhered to as well as the latest product issues. The analysis results are presented in clear reviews and we provide recommendations on a quarterly basis which drive coordinated customer based action plans across the business.

With these verbatim at your fingertips you can elevate the level of engagement with retailers, field teams and Head Office colleagues alike. aura can assist you to quickly understand what customers are saying today.

For more details contact Steve Oliver (+44 1494 689200) or email soliver@auracorp.co.uk