Thursday, April 9, 2015

What do your customers think of you ?

Being frustrated with my bank's services i thought it good to check if i was the only person having issues. I went ahead and mined all possible social media feeds i could find, and using data mining techniques such as geocoding, Social Network Analysis and text mining I created a few nice pictures from the viewpoint of 10 000 customers.

Here are all the remarks in one social network

These are the places of origin of problems.

Linking customers and touch points:

These are the key issues highlighted.

From all of these words:

This is how they feel:

And their emotions:

And the words they expressed:

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