text mining of open ended responses

What we offer?

We offer tabulation, analysis and identification of areas for improvement

by deciphering volumes of verbal feedback using proprietary Text Mining

software.

How we do it?

Most of the feedback services have an open ended question which

generates a voluntary feedback in the text form (Typically the ‘would you

recommend’ question from FFT survey). Many times, these responses are

more important than responses from close ended questions. This is because it is a voluntary feedback

and often cites specific instances and provides valuable insights. The problem is the volume of text

and inability to present computing systems to disaggregate each sentence and regroup them into

meaningful categories so that the responses can be analysed to make the text data actionable.

We have developed a text mining software which can aggregate meaningfully such feedback, clean it

( spelling errors can defeat the entire purpose) convert the text into numbers, tabulate it into

meaningful categories and estimate its incidence and subsequently use statistical analysis such as

cluster analysis ( to find out broader themes), correspondence analysis( to see if specific type of

feedback is more related to specific entities such as models, dealers, regions ) etc.

What you have to do?

All that you have to do is send us the text response of each respondents in a given period ( say on

weekly basis) with the demographic data without name and/or address of the particular respondent.

We then collate all the text together, label it with demographic data and process it with our software

to come up with a report. An illustrative report is demonstrated on the following pages.

Contact us for more information.

Metric Consultancy (UK) Limited

5th Floor, Newbury House, 890-900, Eastern Avenue, Newbury Park, Ilford Essex-IG2 7HH T: +44 (020) 30226063 M: +44 07884 448832 E: [email protected] http://www.metricglobal.com

HOW DO I HANDLE VOLUME OF TEXT FEEDBACK?

mailto:[email protected]

http://www.metricglobal.com/

http://www.metricglobal.com/

Report on Hospital Services (combined Report for all locations)

©Metric Global

REPORT ON HOSPITAL SERVICES (Combined Report for all locations)

December 13, 2012


©Metric Global

Overall: Sample Size (N)= 3,344

Ranking of Location:

Location % Compliment % Criticism % Compliment-Criticism

Rank

Location 34 69.2 30.8 38.5 1

Location 9 66.7 33.3 33.3 2

Location 20 62.1 37.9 24.1 3

Location 19 58.7 41.3 17.5 4

Location 44 52.2 47.8 4.5 5

Location 31 50.8 49.2 1.7 6

Location 15 50.0 50.0 0.0 7

Location 40 47.0 53.0 -6.0 8

Location 23 46.8 53.2 -6.5 9

Location 30 46.5 53.5 -7.0 10

Location 25 44.4 55.6 -11.1 11

Location 27 44.3 55.7 -11.4 12

Location 43 43.8 56.3 -12.5 13

Location 28 42.9 57.1 -14.3 14

Location 24 42.5 57.5 -15.0 15

Location 33 42.5 57.5 -15.1 16

Location 32 39.7 60.3 -20.5 17

Location 7 38.6 61.4 -22.9 18

Location 35 37.8 62.2 -24.4 19

Location 8 37.8 62.2 -24.4 20

Location 17 37.5 62.5 -25.0 21

Location 21 32.1 67.9 -35.7 22

Location 39 25.5 74.5 -49.1 23

Location 14 25.0 75.0 -50.0 24

Location 38 1.5 98.5 -97.1 25

Note: Due to small sample size, analysis is not done for Location number 13, 16, 36, 37 & 42.

42%58%

0.0

20.0

40.0

60.0

80.0

Compliment Criticism


©Metric Global

Overall Analysis :

Sub Category wise:

53%

21%

14%

12%

Compliment

Staff

Environment

Service

Overall experiences

25%

12%

54%

9%

Criticism

Staff

Environment

Service

Overall experiences

1%

42%

82%

29%

51%

95%

74%

9%

0%

30%

11%

42%

46%

96%

32%

99%

58%

18%

71%

49%

5%

26%

91%

100%

70%

89%

58%

54%

4%

68%

Waiting time

Appointment Process

Behavior of Doctors

Behavior of Reception staff

Overall experiences

Behavior of Other staff

Ambience / Cleanness

Opening / closing time

Telephone Service

Entrainment (TV, Games, more toys for children..etc)

Number of Staff (Doctors, Nurses, reception staff..etc)

Seating arrangement / Waiting area

Correct Diagnosis & treatment

Location

Amenities (Tea machine, drinking water)

Compliment Criticism


©Metric Global

Category wise analysis:

Hospital Staff:

Environment:

43%

15%

35%

2%

4%

Compliment

Behavior of Doctors



Number of Staff (Doctors, Nurses, reciption staff..etc)Correct Diagnosis & treatment

14%

55%3%

20%

8%

Criticism

Behavior of Doctors



Number of Staff (Doctors, Nurses, reciption staff..etc)Correct Diagnosis & treatment

52%

14%

13%

17%

4%

Compliment




Location


24%

41%

24%

1%

10%

Criticism




Location



©Metric Global

Category wise analysis:

Service:

Criticism : Association with locations : Acute pain points

2%

89%

9%0%

Compliment

Waiting time

Appointment Process


Telephone Service

46%

23%

16%

16%

Criticism

Waiting time

Appointment Process


Telephone Service



Entrainment (TV, Games, more

toys for children..etc)

Waiting time

Appointment Process

Telephone Service

Overall experiences

Location 7

Location 8

Location 9 Location 14

Location 15

Location 17

Location 19

Location 20

Location 21

Location 23

Location 24

Location 25

Location 27

Location 28

Location 30

Location 31

Location 32

Location 33

Location 34

Location 35

Location 38

Location 39

Location 40

Location 43

Location 44


©Metric Global

Compliment Association with locations (Role Models)


Behavior of Doctors

Behavior of other staff


Entrainment (TV, Games, more

toys for children..etc)

Appointment Process

Overall experiences

Location 7

Location 8

Location 9

Location 14

Location 15

Location 17

Location 19

Location 20

Location 21

Location 23

Location 24

Location 25

Location 27

Location 28

Location 30

Location 31

Location 32

Location 33

Location 34

Location 35

Location 38

Location 39

Location 40Location 43

Location 44

text mining of open ended responses

Health & Medicine