Voice of the Customer (Banking)

Voice of the customer (VoC) is a term used to describe the in-depth process of capturing customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives [1].

At MeaningCloud, we know how important unstructured data is for this type of analysis, so we've defined a model that will allow you to characterize in detail any feedback from your customers, enabling you to carry out an in-depth analysis without missing any relevant information, in this instance focusing on the banking domain.

Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the retail domain may refer to. The relevance given for the categories in these models is computed with respect to the top ranked result in the same dimension. Below you can find the categories in English and Spanish:

Channel

This dimension refers to the channel of contact mentioned in the text analyzed.

Code Label Description
Channel>AppAppApplications
Channel>CashMachineCash machineCash machine
Channel>FacilityEstablishmentEstablishment
Channel>Facility>OfficeOfficeOffice
Channel>IVRIVRInteractive Voice Response
Channel>InternetInternetInternet
Channel>Internet>ChatChatChat
Channel>Internet>SocialNetworkSocial networkSocial network
Channel>TelephoneTelephoneTelephone
Channel>Telephone>FreeFree telephoneFree telephone
Code Label Description
Channel>AppAppApplications
Channel>CashMachineCajeroCash machine
Channel>FacilityEstablecimientoEstablishment
Channel>Facility>OfficeOficinaOffice
Channel>IVRIVRInteractive Voice Response
Channel>InternetInternetInternet
Channel>Internet>ChatChatChat
Channel>Internet>SocialNetworkRed socialSocial network
Channel>TelephoneTeléfonoTelephone
Channel>Telephone>FreeTeléfono gratuitoFree telephone

Bank

This dimension refers to the banks mentioned in the text analyzed.

Companies tagged as Top>Organization>Company>FinancialCompany>BankingCompany will generate dynamic categories, marked below as {BankName}.

Code Label Description
Bank>{<em>BankName</em>}{<em>BankName</em>}Specific bank detected in the text analyzed
Bank>GenericBankGeneric bankGeneric bank
Code Label Description
Bank>{<em>BankName</em>}{<em>BankName</em>}Specific bank detected in the text analyzed
Bank>GenericBankBanco genéricoGeneric bank

Condition

This dimension refers to specific conditions of the operative mentioned in the text analyzed.

Code Label Description
Condition>AvailabilityAvailabilityAvailability
Condition>Availability>PartialPartial availabilityPartial availability
Condition>Availability>TotalTotal availabilityTotal availability
Condition>CancellationCancellationCancellation
Condition>ContractingContractingContracting
Condition>ContractingChannelPurchase channelPurchase channel
Condition>CustomersTarget customersTarget customers
Condition>DocumentationPaperworkPaperwork
Condition>FeesFeesFees
Condition>GenericConditionGeneric conditionGeneric condition
Condition>LinkedProductsLinked productsLinked products
Condition>MaintenanceMaintenanceMaintenance
Condition>MaximumAmountMaximum amountMaximum amount
Condition>MinimumAmountMinimum amountMinimum amount
Condition>ProfitabilityProfitabilityProfitability
Condition>RenewalRenewalRenewal
Condition>SettlementSettlementSettlement
Condition>SubsequentDepositsSubsequent depositsSubsequent deposits
Code Label Description
Condition>AvailabilityDisponibilidadAvailability
Condition>Availability>PartialDisponibilidad parcialPartial availability
Condition>Availability>TotalDisponibilidad totalTotal availability
Condition>CancellationCancelaciónCancellation
Condition>ContractingContrataciónContracting
Condition>ContractingChannelCanal de contrataciónPurchase channel
Condition>CustomersClientela objetivoTarget customers
Condition>DocumentationDocumentaciónPaperwork
Condition>FeesComisionesFees
Condition>GenericConditionCondición genéricaGeneric condition
Condition>LinkedProductsProductos vinculadosLinked products
Condition>MaintenanceMantenimientoMaintenance
Condition>MaximumAmountImporte máximoMaximum amount
Condition>MinimumAmountImporte mínimoMinimum amount
Condition>ProfitabilityRentabilidadProfitability
Condition>RenewalRenovaciónRenewal
Condition>SettlementLiquidaciónSettlement
Condition>SubsequentDepositsIngresos posterioresSubsequent deposits

Customer Service

This dimension refers to mentions of different aspects of the customer service in the text to analyze.

Code Label Description
CustomerService>AccessibilityCommunicationAccessibility and communicationAccessibility and communication
CustomerService>AdvertisingAdvertisingAdvertising
CustomerService>AdviceAdviceAdvice
CustomerService>CommercialPressureCommercial pressureCommercial pressure
CustomerService>CommitmentCommitmentCommitment
CustomerService>IncidentManagementIncident managementIncident management
CustomerService>InformationInformationInformation
CustomerService>ServiceServiceService
CustomerService>SupportMaintenanceSupport and maintenanceSupport and maintenance
CustomerService>TrainingKnowledgeTraining and knowledgeTraining and knowledge
CustomerService>TreatmentCustomer treatmentCustomer treatment
Code Label Description
CustomerService>AccessibilityCommunicationAccesibilidad y comunicaciónAccessibility and communication
CustomerService>AdvertisingPublicidadAdvertising
CustomerService>AdviceAsesoramientoAdvice
CustomerService>CommercialPressurePresión comercialCommercial pressure
CustomerService>CommitmentCompromisoCommitment
CustomerService>IncidentManagementTratamiento de incidenciasIncident management
CustomerService>InformationInformaciónInformation
CustomerService>ServiceServicioService
CustomerService>SupportMaintenanceSoporte y mantenimientoSupport and maintenance
CustomerService>TrainingKnowledgeCapacitación y conocimientoTraining and knowledge
CustomerService>TreatmentTrato al clienteCustomer treatment

Operation

This dimension refers to the operational aspects that can be expressed in the text to analyze.

Code Label Description
Operation>ActivationActivationActivation
Operation>ClosingCancelationCancelation
Operation>CurrencyCurrency exchangeCurrency exchange
Operation>DepositDepositDeposit
Operation>DocumentationDocumentationDocumentation
Operation>InquiryInquiryInquiry
Operation>OpeningPurchasePurchase
Operation>ParticipantsParticipantsParticipants
Operation>PersonalDataPersonal dataPersonal data
Operation>TransferTransferTransfer
Operation>WithdrawalWithdrawalWithdrawal
Code Label Description
Operation>ActivationActivaciónActivation
Operation>ClosingBajaCancelation
Operation>CurrencyCambio de divisaCurrency exchange
Operation>DepositIngresoDeposit
Operation>DocumentationDocumentaciónDocumentation
Operation>InquiryConsultaInquiry
Operation>OpeningAltaPurchase
Operation>ParticipantsIntervinientesParticipants
Operation>PersonalDataDatos personalesPersonal data
Operation>TransferTransferenciaTransfer
Operation>WithdrawalRetiradaWithdrawal

Polarity

This dimension refers to the global polarity expressed in the text to analyze.

Code Label Description
Polarity>NegativeNegativeNegative polarity
Polarity>NeutralNeutralNeutral polarity
Polarity>NoSentimentNo sentimentNo polarity identified
Polarity>PositivePositivePositive polarity
Polarity>StrongNegativeStrong negativeStrong negative polarity
Polarity>StrongPositiveStrong positiveStrong positive polarity
Code Label Description
Polarity>NegativeNegativoNegative polarity
Polarity>NeutralNeutroNeutral polarity
Polarity>NoSentimentSin sentimientoNo polarity identified
Polarity>PositivePositivoPositive polarity
Polarity>StrongNegativeMuy negativoStrong negative polarity
Polarity>StrongPositiveMuy positivoStrong positive polarity

Product

This dimension refers to the possible banking products that may appear in the text to analyze.

Code Label Description
Product>AccountAccountAccount
Product>BillBillBill
Product>BrokerBrokerBroker
Product>CreditDebitCardCredit/Debit cardCredit/Debit card
Product>DepositAccountDeposit accountDeposit account
Product>DepositAccount>InKindDepositIn kind depositIn kind deposit
Product>DepositAccount>MarketLinkedDepositMarket-linked depositMarket-linked deposit
Product>DepositAccount>SightDepositSight depositSight deposit
Product>DepositAccount>TimeDepositTime depositTime deposit
Product>InsuranceInsuranceInsurance
Product>Insurance>BurialBurial insuranceBurial insurance
Product>Insurance>HealthHealth insuranceHealth insurance
Product>Insurance>HomeHome insuranceHome insurance
Product>Insurance>LandlordLandlord insuranceLandlord insurance
Product>Insurance>LifeLife insuranceLife insurance
Product>Insurance>PersonalFinancePersonal finance insurancePersonal finance insurance
Product>Insurance>VehicleVehicle insuranceVehicle insurance
Product>InvestmentFundInvestment fundInvestment fund
Product>LoanLoanLoan
Product>Loan>MortgageLoanMortgage loanMortgage loan
Product>Loan>PersonalLoanPersonal loanPersonal loan
Product>OtherProductsOther productsOther products
Product>POSPOSPoint of sale
Product>PensionPlanPension planPension plan
Code Label Description
Product>AccountCuentaAccount
Product>BillReciboBill
Product>BrokerBrókerBroker
Product>CreditDebitCardTarjetaCredit/Debit card
Product>DepositAccountDepósitoDeposit account
Product>DepositAccount>InKindDepositDepósito en especieIn kind deposit
Product>DepositAccount>MarketLinkedDepositDepósito estructuradoMarket-linked deposit
Product>DepositAccount>SightDepositDepósito negociadoSight deposit
Product>DepositAccount>TimeDepositDepósito a plazosTime deposit
Product>InsuranceSeguroInsurance
Product>Insurance>BurialSeguro de decesoBurial insurance
Product>Insurance>HealthSeguro de saludHealth insurance
Product>Insurance>HomeSeguro de hogarHome insurance
Product>Insurance>LandlordSeguro de comunidadesLandlord insurance
Product>Insurance>LifeSeguro de vidaLife insurance
Product>Insurance>PersonalFinanceSeguro de ahorrosPersonal finance insurance
Product>Insurance>VehicleSeguro de autoVehicle insurance
Product>InvestmentFundFondo de inversiónInvestment fund
Product>LoanPréstamoLoan
Product>Loan>MortgageLoanPréstamo hipotecarioMortgage loan
Product>Loan>PersonalLoanPréstamo personalPersonal loan
Product>OtherProductsOtros productosOther products
Product>POSTPVPoint of sale
Product>PensionPlanPlan de pensionesPension plan

Quality

This dimension refers to quality aspects mentioned in the text to analyze.

Code Label Description
Quality>ClaritySimplicityClarity and simplicityClarity and simplicity
Quality>CoverageAvailabilityAvailability
Quality>Coverage>CashMachineNumber of cash machinesNumber of cash machines
Quality>Coverage>EmployeeNumber of employeesNumber of employees
Quality>Coverage>EstablishmentNumber of establishmentsNumber of establishments
Quality>Coverage>OfficeNumber of officesNumber of offices
Quality>Coverage>ProductAvailability of productsAvailability of products
Quality>EffectivenessEffectivenessEffectiveness
Quality>FacilityFeatures of the establishmentFeatures of the establishment
Quality>Facility>LuminosityLuminosityLuminosity
Quality>Facility>NoiseNoiseNoise
Quality>Facility>StateConditions of the establishmentConditions of the establishment
Quality>Facility>TemperatureTemperatureTemperature
Quality>FlexibilityFlexibilityFlexibility
Quality>FunctionalityFunctionalityFunctionality
Quality>IncidentIncidentIncident
Quality>LoyaltyLoyaltyLoyalty
Quality>MeetingDeadlinesMeeting deadlinesMeeting deadlines
Quality>ReliabilityReliabilityReliability
Quality>SatisfactionSatisfactionSatisfaction
Quality>SpeedAgilitySpeed and agilitySpeed and agility
Quality>SuggestionSuggestionSuggestion
Code Label Description
Quality>ClaritySimplicityClaridad y sencillezClarity and simplicity
Quality>CoverageDisponibilidadAvailability
Quality>Coverage>CashMachineNúmero de cajerosNumber of cash machines
Quality>Coverage>EmployeeNúmero de empleadosNumber of employees
Quality>Coverage>EstablishmentNúmero de establecimientosNumber of establishments
Quality>Coverage>OfficeNúmero de oficinasNumber of offices
Quality>Coverage>ProductDisponibilidad de productosAvailability of products
Quality>EffectivenessEficaciaEffectiveness
Quality>FacilityCaracterísticas de las instalacionesFeatures of the establishment
Quality>Facility>LuminosityLuminosidadLuminosity
Quality>Facility>NoiseRuidoNoise
Quality>Facility>StateEstado del establecimientoConditions of the establishment
Quality>Facility>TemperatureTemperaturaTemperature
Quality>FlexibilityFlexibilidadFlexibility
Quality>FunctionalityFuncionalidadFunctionality
Quality>IncidentIncidenciaIncident
Quality>LoyaltyFidelidadLoyalty
Quality>MeetingDeadlinesCumplimiento de tiemposMeeting deadlines
Quality>ReliabilityFiabilidadReliability
Quality>SatisfactionSatisfacciónSatisfaction
Quality>SpeedAgilityVelocidad y agilidadSpeed and agility
Quality>SuggestionSugerenciaSuggestion