HearSay: Text Mining & Analysis Data Sheet HearSay™ is a new text mining product from Market Force Information that categorizes open-ended responses from customer satisfaction and/or mystery shopping surveys. This automated process categorizes thousands of open-ended comments using a sophisticated categorization library that can identify single key words, positive or negative sentiment, and critical patterns of words.

What your customers are REALLY saying!

Ever wish you could learn what your customers are really saying about you? HearSay provides you the opportunity to find out – in an actionable way!

HearSay is a new text-mining product from Market Force that creates a voice for your customers by quantifying key categories of open-ended responses in your Customer Surveys and/or Mystery Shopping reports.

We work with our clients to automate the categorization of thousands of open-ended comments AND append the comments to their datasets, which allows those customer comments to be analyzed in combination with any other data. In other words, you could analyze the customers who gave you a satisfaction rating of 1, 2, or 3 on a 7 point scale, and look specifically at the categories of open-ended questions (and the responses themselves) to identify why they were dissatisfied.

Discover

• What’s said between the lines of your customer comments to find out what they really think
• Customer perceptions of new initiatives or product launched by your company
• Meaningful and impactful business decisions that you could make if you knew the most frequent compliments and complaints from your customers

So You Can

• Extract value and richness from thousands of customer verbatims
• Uncover new customer insights not captured in quantitative data
• Rank your customers’ key issues – what’s really on their minds
• Understand of subtle differences across subsets of your data
• Eliminate the need to manually code verbatim
• Have consistency and reliability of processes