Text Analytics
The process of extracting meaningful insights from unstructured text feedback.
Category
Analytics & Insights
Full Definition
Text analytics (also called text mining) is the process of analyzing unstructured text data to extract meaningful patterns, themes, and insights. In customer feedback, it transforms thousands of open-ended comments into actionable intelligence.
Text Analytics Capabilities: - Theme Extraction: Identifying main topics discussed - Sentiment Analysis: Determining emotional tone - Entity Recognition: Extracting mentions of products, people, locations - Keyword Extraction: Finding frequently used terms - Topic Modeling: Grouping related feedback automatically - Trend Analysis: Tracking how themes change over time
Common Use Cases
Real-World Examples
Scenario
A telecom company receives 10,000 support tickets monthly. Text analytics automatically categorizes them: 35% billing, 28% service outage, 22% plan changes, 15% other.
Outcome
They discover billing tickets increased 50% after a new invoice format. They revert to the old format and add an explainer video.
Scenario
Text analytics on 2,000 hotel reviews extracts: "room cleanliness" (mentioned 823 times), "friendly staff" (756 times), "breakfast variety" (412 times with declining sentiment).
Outcome
Hotel maintains high standards on cleanliness and staff (strengths) but overhauls breakfast menu (emerging weakness).
Scenario
A car manufacturer analyzes owner forum posts and service reviews. "Infotainment system" appears in 45% of negative posts, with keywords "frozen," "reboot," and "slow."
Outcome
Engineering team prioritizes a software update for the infotainment system. Issue resolved before it becomes a major recall.
Related Terms
Sentiment Analysis
AI-powered analysis of text to determine whether feedback is positive, negative, or neutral.
Theme Analysis
Categorizing customer feedback into recurring topics and patterns.
Verbatim Feedback
Word-for-word customer comments captured through open-ended survey questions.
AI-Powered Analysis
Using artificial intelligence to automatically analyze and extract insights from customer feedback.