Voice of the Customer (Insurance)

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 insurance domain.

Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the insurance 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>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>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

Company

This dimension refers to the insurance companies mentioned in the text analyzed.

Companies tagged as Top>Organization>Company>FinancialCompany>Insurance in the context of insurances will generate dynamic categories, marked below as {CompanyName}.

Code Label Description
Company>{<em>CompanyName</em>}{<em>CompanyName</em>}Specific companies of the domain detected in the text analyzed
Company>GenericInsuranceGeneric insurance companyGeneric insurance company
Code Label Description
Company>{<em>CompanyName</em>}{<em>CompanyName</em>}Specific companies of the domain detected in the text analyzed
Company>GenericInsuranceAseguradora genéricaGeneric insurance company

Condition

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

Code Label Description
Condition>CopaymentCopaymentCopayment
Condition>CoverageCoverageCoverage
Condition>GenericConditionGeneric conditionGeneric condition
Condition>PaymentPaymentPayment
Condition>PromotionPromotions and discountsPromotions and discounts
Condition>RateRateRate
Code Label Description
Condition>CopaymentCopagoCopayment
Condition>CoverageCoberturaCoverage
Condition>GenericConditionCondición genéricaGeneric condition
Condition>PaymentPagoPayment
Condition>PromotionPromociones y descuentosPromotions and discounts
Condition>RateInterésRate

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>AssistanceAssistanceAssistance
Operation>Assistance>GarageGarageGarage
Operation>Assistance>MedicalMedical assistanceMedical assistance
Operation>Assistance>RoadsideRoadside assistanceRoadside assistance
Operation>Assistance>Roadside>ReplacementVehicleReplacement vehicleReplacement vehicle
Operation>Assistance>Roadside>TowTruckTow truckTow truck
Operation>AuthorizationAuthorizationAuthorization
Operation>CancelationCancelationCancelation
Operation>CivilLiabilityCivil liabilityCivil liability
Operation>ClaimsAdjusterClaims adjusterClaims adjuster
Operation>CompensationCompensationCompensation
Operation>ContractingContractingContracting
Operation>DocumentationDocumentationDocumentation
Operation>ExpirationExpirationExpiration
Operation>FineManagementFines managementFines management
Operation>InsuranceClaimInsurance claimInsurance claim
Operation>LegalDefenseLegal defenseLegal defense
Operation>PersonalDataPersonal dataPersonal data
Operation>ProcedureProcedureProcedure
Operation>Procedure>AccidentAccidentAccident
Operation>Procedure>BreakdownBreakdownBreakdown
Operation>Procedure>CollapseCollapseCollapse
Operation>Procedure>ElectrocutionElectrocutionElectrocution
Operation>Procedure>ExplosionExplosionExplosion
Operation>Procedure>FireFireFire
Operation>Procedure>FloodFloodFlood
Operation>Procedure>TheftTheftTheft
Operation>RenewalRenewalRenewal
Operation>ReportReportReport
Operation>Report>AgreedStatementAgreed statementAgreed statement
Operation>TransferTransferTransfer
Code Label Description
Operation>AssistanceAsistenciaAssistance
Operation>Assistance>GarageTallerGarage
Operation>Assistance>MedicalAsistencia médicaMedical assistance
Operation>Assistance>RoadsideAsistencia en carreteraRoadside assistance
Operation>Assistance>Roadside>ReplacementVehicleVehículo de sustituciónReplacement vehicle
Operation>Assistance>Roadside>TowTruckGrúaTow truck
Operation>AuthorizationAutorizaciónAuthorization
Operation>CancelationCancelaciónCancelation
Operation>CivilLiabilityResponsabilidad civilCivil liability
Operation>ClaimsAdjusterPeritoClaims adjuster
Operation>CompensationIndemnizaciónCompensation
Operation>ContractingContrataciónContracting
Operation>DocumentationDocumentaciónDocumentation
Operation>ExpirationVencimientoExpiration
Operation>FineManagementGestión de multasFines management
Operation>InsuranceClaimReclamación de segurosInsurance claim
Operation>LegalDefenseDefensa jurídicaLegal defense
Operation>PersonalDataDatos personalesPersonal data
Operation>ProcedureTrámiteProcedure
Operation>Procedure>AccidentAccidenteAccident
Operation>Procedure>BreakdownAveríaBreakdown
Operation>Procedure>CollapseDerrumbamientoCollapse
Operation>Procedure>ElectrocutionElectrocuciónElectrocution
Operation>Procedure>ExplosionExplosiónExplosion
Operation>Procedure>FireIncendioFire
Operation>Procedure>FloodInundaciónFlood
Operation>Procedure>TheftRoboTheft
Operation>RenewalRenovaciónRenewal
Operation>ReportDar parteReport
Operation>Report>AgreedStatementParte amistosoAgreed statement
Operation>TransferTraspasoTransfer

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 insurance products that may appear in the text to analyze.

Code Label Description
Product>InsuranceGeneric insuranceGeneric insurance
Product>Insurance>BurialBurial insuranceBurial insurance
Product>Insurance>CondominiumCondominium insuranceCondominium insurance
Product>Insurance>DentalDental insuranceDental insurance
Product>Insurance>HealthHealth insuranceHealth insurance
Product>Insurance>HomeHome insuranceHome insurance
Product>Insurance>LifeLife insuranceLife insurance
Product>Insurance>LongTermCareLong-term care insuranceLong-term care insurance
Product>Insurance>PersonalFinancePersonal finance insurancePersonal finance insurance
Product>Insurance>TravelTravel insuranceTravel insurance
Product>Insurance>VehicleVehicle insuranceVehicle insurance
Product>Insurance>Vehicle>FullyComprehensiveFully comprehensive vehicle insuranceFully comprehensive vehicle insurance
Product>Insurance>Vehicle>ThirdPartyThird-party vehicle insuranceThird-party vehicle insurance
Code Label Description
Product>InsuranceSeguro genéricoGeneric insurance
Product>Insurance>BurialSeguro de decesoBurial insurance
Product>Insurance>CondominiumSeguro de comunidadesCondominium insurance
Product>Insurance>DentalSeguro dentalDental insurance
Product>Insurance>HealthSeguro de saludHealth insurance
Product>Insurance>HomeSeguro de hogarHome insurance
Product>Insurance>LifeSeguro de vidaLife insurance
Product>Insurance>LongTermCareSeguro de cuidado a largo plazoLong-term care insurance
Product>Insurance>PersonalFinanceSeguro de ahorrosPersonal finance insurance
Product>Insurance>TravelSeguro de viajeTravel insurance
Product>Insurance>VehicleSeguro de vehículoVehicle insurance
Product>Insurance>Vehicle>FullyComprehensiveSeguro de vehículo a todo riesgoFully comprehensive vehicle insurance
Product>Insurance>Vehicle>ThirdPartySeguro de vehículo a tercerosThird-party vehicle insurance

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>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>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>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>FlexibilityFlexibilidadFlexibility
Quality>FunctionalityFuncionalidadFunctionality
Quality>IncidentIncidenciaIncident
Quality>LoyaltyFidelidadLoyalty
Quality>MeetingDeadlinesCumplimiento de tiemposMeeting deadlines
Quality>ReliabilityFiabilidadReliability
Quality>SatisfactionSatisfacciónSatisfaction
Quality>SpeedAgilityVelocidad y agilidadSpeed and agility
Quality>SuggestionSugerenciaSuggestion