Voice of the Customer (Retail)

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 retail 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>FacilityEstablishmentEstablishment
Channel>Facility>OfficeOfficeOffice
Channel>Facility>StoreStoreStore
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>Facility>StoreTiendaStore
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 retail companies mentioned in the text analyzed.

Companies tagged as Top>Organization>Company>ConsumerGoodsCompany>Discretionary>ConsumerDurablesCompany or Top>Organization>Company>ConsumerGoodsCompany>Staples 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
Code Label Description
Company>{<em>CompanyName</em>}{<em>CompanyName</em>}Specific companies of the domain detected in the text analyzed

Condition

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

Code Label Description
Condition>GenericConditionGeneric conditionGeneric condition
Condition>PaperworkPaperworkPaperwork
Condition>PaymentPaymentPayment
Condition>PricePricePrice
Condition>Price>DiscountDiscountDiscount
Condition>PromotionPromotionPromotion
Condition>PurchaseChannelPurchase channelPurchase channel
Condition>ReturnsRefundsReturns and refundsReturns and refunds
Condition>ShippingShippingShipping
Condition>TargetCustomerTarget customerTarget customer
Code Label Description
Condition>GenericConditionCondición genéricaGeneric condition
Condition>PaperworkDocumentaciónPaperwork
Condition>PaymentPagoPayment
Condition>PricePrecioPrice
Condition>Price>DiscountDescuentoDiscount
Condition>PromotionPromociónPromotion
Condition>PurchaseChannelCanal de compraPurchase channel
Condition>ReturnsRefundsDevoluciones y reembolsosReturns and refunds
Condition>ShippingEnvíoShipping
Condition>TargetCustomerClientela objetivoTarget customer

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

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 retail products that may appear in the text to analyze.

Products tagged as Top>Product>Food, Top>Product>Textile, Top>Product>Toy, Top>Product>Cosmetic, Top>LivingThing>Animal, Top>LivingThing>Flora in a context that implies retail operations will generate dynamic categories, marked below as {ProductName}.

Code Label Description
ProductProductGeneric product
Product>{<em>ProductName</em>}{<em>ProductName</em>}Specific product detected in the text analyzed
Product>StatusProduct statusProduct status
Code Label Description
ProductProductoGeneric product
Product>{<em>ProductName</em>}{<em>ProductName</em>}Specific product detected in the text analyzed
Product>StatusEstado del productoProduct status

Quality

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

Code Label Description
QualityProduct qualityProduct quality
Quality>ClaritySimplicityClarity and simplicityClarity and simplicity
Quality>CoverageAvailabilityAvailability
Quality>Coverage>EmployeeNumber of employeesNumber of employees
Quality>Coverage>EstablishmentNumber of establishmentsNumber of establishments
Quality>Coverage>ProductAvailability of productsAvailability of products
Quality>Coverage>SizeSize availabilitySize availability
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
QualityCalidad del productoProduct quality
Quality>ClaritySimplicityClaridad y sencillezClarity and simplicity
Quality>CoverageDisponibilidadAvailability
Quality>Coverage>EmployeeNúmero de empleadosNumber of employees
Quality>Coverage>EstablishmentNúmero de establecimientosNumber of establishments
Quality>Coverage>ProductDisponibilidad de productosAvailability of products
Quality>Coverage>SizeDisponibilidad de tallasSize availability
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

Shipping

This dimension refers to the possible shipping issues that may appear in the text to analyze.

Code Label Description
Shipping>ClickCollectClick and collectClick and collect
Shipping>OnlineBookingOnline bookingOnline booking
Shipping>PackagingPackagingPackaging
Shipping>SubstituteProductSubstitute productSubstitute product
Code Label Description
Shipping>ClickCollectRecogida en tiendaClick and collect
Shipping>OnlineBookingReserva en líneaOnline booking
Shipping>PackagingEmbalajePackaging
Shipping>SubstituteProductProducto sustitutivoSubstitute product