© 2002-2003 Megaputer intelligence, Inc.

Your Knowledge Partner ™www.megaputer.com

Survey Analysis using

PolyAnalystTM

© 2002-2003 Megaputer intelligence, Inc.

Introduction

Surveys provide customers with a platform to voice their opinions and grievances about the company and its services

Companies can often learn a great deal from these surveys about not only themselves but also their customers

Surveys comprise of a mix of multiple choice questions as well as open-ended questions

Responses to open-ended questions are free form text

Manual analysis of this feedback is a time-consuming and costly process

Analysts require natural language processing tools, which can quickly and accurately lead to actionable outcome

© 2002-2003 Megaputer intelligence, Inc.

Data snapshotSample data from responses to a survey question seeking customer feedback on Internet services of a large ISP

Imagine having to physically scan through thousands of such records!

What is required is a tool that can automate this process.

Imagine having to physically scan through thousands of such records!

What is required is a tool that can automate this process.

© 2002-2003 Megaputer intelligence, Inc.

Survey Analysis using

PolyAnalystTM

© 2002-2003 Megaputer intelligence, Inc.

Clean data

Identify

attributes to

analyze

Output

Knowledge about Customer

dissatisfiers and recommendations

Refine

and focus

Run

Text Analysis

Pre-processing Analysis

Textual data analysis methodology

© 2002-2003 Megaputer intelligence, Inc.

Main concepts from narrativesUnsupervised Text Analysis

In the matter of minutes, PolyAnalyst scans through thousands of records generating a list of topics occurring in customer feedback based on their relative importance and frequency.

Analysts can quickly gain knowledge about important issues contained in the feedback without having to manually go through each record.

In the matter of minutes, PolyAnalyst scans through thousands of records generating a list of topics occurring in customer feedback based on their relative importance and frequency.

Analysts can quickly gain knowledge about important issues contained in the feedback without having to manually go through each record.

Text Analysis Engine

© 2002-2003 Megaputer intelligence, Inc.

Link Analysis

© 2002-2003 Megaputer intelligence, Inc.

Link Analysis of Main ConceptsCircular layout reveals links between main concepts

The higher the correlation between the terms, the thicker is the link connecting them

The higher the correlation between the terms, the thicker is the link connecting them

© 2002-2003 Megaputer intelligence, Inc.

Link Analysis of Main ConceptsIn cluster layout individual clusters are marked in different colors

The floating data view window displays records supporting the selected link, thereby allowing quick reference to the chosen concepts within those records

The floating data view window displays records supporting the selected link, thereby allowing quick reference to the chosen concepts within those records

© 2002-2003 Megaputer intelligence, Inc.

Link Analysis of Main ConceptsSnapshot of single cluster

Selecting a link creates a corresponding subset of data

Displayed below are four records in which the terms bar and get rid of occur together

Selecting a link creates a corresponding subset of data

Displayed below are four records in which the terms bar and get rid of occur together

A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain.

It stays on top of the screen all the time taking up large space on the screen.

Users want the ISP to get rid of the bar.

A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain.

It stays on top of the screen all the time taking up large space on the screen.

Users want the ISP to get rid of the bar.

© 2002-2003 Megaputer intelligence, Inc.

Link Chart

© 2002-2003 Megaputer intelligence, Inc.

Link Chart: Features ProblemsLink chart maps features with problems experienced by customers

Right clicking on a link enables saving of associated records as a dataset for further analysis.

Right clicking on a link enables saving of associated records as a dataset for further analysis.

Link chart allows to focus on specific issues raised by customers.

Example: Some of the problems associated with Email are download, password, sign-on, etc.

Link chart allows to focus on specific issues raised by customers.

Example: Some of the problems associated with Email are download, password, sign-on, etc.

© 2002-2003 Megaputer intelligence, Inc.

Link Chart: Features ProblemsSnapshot of problems associated with Email and Navigation Bar

Datasets corresponding to each of the links associated with Email and Navigation Bar are extracted for investigation

Datasets corresponding to each of the links associated with Email and Navigation Bar are extracted for investigation

Upon analysis of the datasets, it was possible to conclude that users:- Want to be able to sign- on to email immediately after logging on;- Want to put in the password only once;- Want the system to remember the password

Upon analysis of the datasets, it was possible to conclude that users:- Want to be able to sign- on to email immediately after logging on;- Want to put in the password only once;- Want the system to remember the password

© 2002-2003 Megaputer intelligence, Inc.

Snake Chart

© 2002-2003 Megaputer intelligence, Inc.

Snake ChartSnake Chart displays the relative frequency of identified terms

Spikes indicate that issues most frequently associated with:

Spikes indicate that issues most frequently associated with:

Email are download, password, remember and time-consume

Service are connection speed, price and customer service

Navigation Bar are get rid of, irritate, pop-up and take-up

© 2002-2003 Megaputer intelligence, Inc.

Snake ChartClicking on a node creates a subset of data

Concepts being investigated are highlighted wherever they occur in the record.

Example: In the figure, clicking on the node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record.

Concepts being investigated are highlighted wherever they occur in the record.

Example: In the figure, clicking on the node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record.

© 2002-2003 Megaputer intelligence, Inc.

Results and Actions

Based on the results obtained from the survey analysis, the ISP decided to make the following changes:

Provide users with an easier and faster access to emails

Get rid of the navigation bar

Stop sending pop-up ads

Improve search engine capabilities

By listening to its customers the ISP was able to significantly increase customer satisfaction and loyalty

© 2002-2003 Megaputer intelligence, Inc.

Summary

PolyAnalyst enables businesses to:

Analyze surveys containing structured as well as unstructured data

Extract the maximum information and thereby value out of surveys

Cut down on time and resources required to analyze surveys without compromising on the quality of results

Reduce latency and cost associated with manual survey analyses

Make surveys a vital tool in the hands of management by ferreting key information out of customer feedback

© 2002-2003 Megaputer intelligence, Inc.

For More Information

Call Megaputer at(812) 330-0110

or write at120 W Seventh Street, Suite 310

Bloomington, IN 47404 USAinfo@megaputer.com