Voice of the Customer (Telco)

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 telecommunications domain.

Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the telecommunications 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>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>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 telecommunication companies mentioned in the text analyzed.

Companies tagged as Top>Organization>Company>TelcoServicesCompany in the context of telecommunication services will generate dynamic categories, marked below as {CompanyName}.

Code Label Description
Company>{CompanyName}{CompanyName}Specific companies of the domain detected in the text analyzed
Company>GenericProviderGeneric providerGeneric provider
Code Label Description
Company>{CompanyName}{CompanyName}Specific companies of the domain detected in the text analyzed
Company>GenericProviderOperadora genéricaGeneric provider

Condition

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

Code Label Description
Condition>BillingBillingBilling
Condition>CancelationCancelationCancelation
Condition>ContractingContractingContracting
Condition>CoverageCoverageCoverage
Condition>ExistingBindingsExisting bindingsExisting bindings
Condition>GenericConditionGeneric conditionGeneric condition
Condition>PaperworkPaperworkPaperwork
Condition>PaymentPaymentPayment
Condition>PlanPlanPlan
Condition>PricePricePrice
Condition>Price>DiscountDiscountDiscount
Condition>PromotionPromotionPromotion
Condition>PurchaseChannelPurchase channelPurchase channel
Condition>ReturnsRefundsReturns and refundsReturns and refunds
Condition>RoamingRoamingRoaming
Condition>ServiceCommitmentService commitmentService commitment
Condition>ShippingShippingShipping
Condition>SmartphoneSmartphoneSmartphone
Condition>SpeedSpeedSpeed
Condition>TabletTabletTablet
Condition>TargetCustomerTarget customerTarget customer
Code Label Description
Condition>BillingFacturaciónBilling
Condition>CancelationCancelaciónCancelation
Condition>ContractingContrataciónContracting
Condition>CoverageCoberturaCoverage
Condition>ExistingBindingsVínculos existentesExisting bindings
Condition>GenericConditionCondición genéricaGeneric condition
Condition>PaperworkDocumentaciónPaperwork
Condition>PaymentPagoPayment
Condition>PlanPlanPlan
Condition>PricePrecioPrice
Condition>Price>DiscountDescuentoDiscount
Condition>PromotionPromociónPromotion
Condition>PurchaseChannelCanal de compraPurchase channel
Condition>ReturnsRefundsDevoluciones y reembolsosReturns and refunds
Condition>RoamingItineranciaRoaming
Condition>ServiceCommitmentCompromiso de permanenciaService commitment
Condition>ShippingEnvíoShipping
Condition>SmartphoneSmartphoneSmartphone
Condition>SpeedVelocidadSpeed
Condition>TabletTabletaTablet
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

Operation

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

Code Label Description
Operation>CancelationCancelationCancelation
Operation>ContractingContractingContracting
Operation>IMEIregistrationIMEI registrationIMEI registration
Operation>InstallationInstallationInstallation
Operation>MobileUpgradeMobile upgradeMobile upgrade
Operation>NumberPortabilityNumber portabilityNumber portability
Operation>RechargeRechargeRecharge
Operation>ReplacementSIMReplacement SIMReplacement SIM
Code Label Description
Operation>CancelationCancelaciónCancelation
Operation>ContractingContrataciónContracting
Operation>IMEIregistrationRegistración del código IMEIIMEI registration
Operation>InstallationInstalaciónInstallation
Operation>MobileUpgradeRenovación del móvilMobile upgrade
Operation>NumberPortabilityPortabilidadNumber portability
Operation>RechargeRecargaRecharge
Operation>ReplacementSIMDuplicado de la tarjeta SIMReplacement SIM

Satisfaction

This dimension refers to the global satisfaction expressed in the text to analyze. In previous versions it was expressed through the Polarity dimension.

Code Label Description
Satisfaction>NegativeNegativeNegative satisfaction
Satisfaction>NeutralNeutralNeutral satisfaction
Satisfaction>PositivePositivePositive satisfaction
Code Label Description
Satisfaction>NegativeNegativaNegative satisfaction
Satisfaction>NeutralNeutraNeutral satisfaction
Satisfaction>PositivePositivaPositive satisfaction

Service

This dimension refers to the possible telecommunication services that may appear in the text to analyze.

Code Label Description
Service>BundleBundleBundle
Service>DataDataData
Service>InsuranceMobile insuranceMobile insurance
Service>InternetInternetInternet
Service>Internet>ADSLADSLADSL
Service>Internet>ConnectivityConnectivityConnectivity
Service>Internet>FiberFiberFiber
Service>MusicMusicMusic
Service>TelephoneTelephone serviceTelephone service
Service>Telephone>HomePhoneHome phoneHome phone
Service>Telephone>MobilePhoneWireless mobile servicesWireless mobile services
Service>TelevisionTelevisionTelevision
Code Label Description
Service>BundlePaqueteBundle
Service>DataDatosData
Service>InsuranceSeguro del móvilMobile insurance
Service>InternetInternetInternet
Service>Internet>ADSLADSLADSL
Service>Internet>ConnectivityConectividadConnectivity
Service>Internet>FiberFibraFiber
Service>MusicMúsicaMusic
Service>TelephoneServicio de telefoníaTelephone service
Service>Telephone>HomePhoneLínea fijaHome phone
Service>Telephone>MobilePhoneLínea móvilWireless mobile services
Service>TelevisionTelevisiónTelevision

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>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>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>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>SpeedAgilityVelocidad y agilidadSpeed and agility
Quality>SuggestionSugerenciaSuggestion