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Identify and Categorise Customer Feedback and Opinions Faster with SPSS Text Analysis for Surveys 3.0

  • 16 January, 2009 14:08

<p>SPSS Inc. <http:></http:> (Nasdaq: SPSS), the leading global provider of Predictive Analytics software and solutions, today announced SPSS Text Analysis for Surveys 3.0 <http:></http:> software, which saves time and money for commercial and government organisations extracting, classifying and analysing open-ended survey responses.</p>
<p>Organisations have valuable opportunities to collect Voice of the Customer (VoC) feedback through varied and diverse contact points, such as phone surveys, websites, and face-to-face interactions. The exact words customers convey in open-ended survey responses offer hidden meaning to what they really think and feel. SPSS Text Analysis for Surveys 3.0 is the ideal tool for categorising these responses and quantifying customer, employee or student satisfaction from survey questions.</p>
<p>Bob Dutcher, vice president of product marketing at SPSS, said, “Continually collecting, managing, and integrating customer feedback – preferences, motivations and intentions – within an organisation’s business processes will improve customer retention, increase share of wallet and heighten customer loyalty. SPSS Text Analysis for Surveys 3.0 gives organisations the ability to quickly analyse and gain full value from text responses – in multiple languages – and then integrate this insight with other quantitative data to gain a full view of the customer.”</p>
<p>SPSS Text Analysis for Surveys 3.0 allows users to now thoroughly, reliably and quickly automate the process of identifying major themes and capturing customer sentiment in open-ended surveys without reading and manually recoding responses word for word. It also increases analyst productivity and saves money by automatically importing survey data, extracting key concepts and categorising responses. Also, results can be reused to categorise similar surveys.</p>
<p>Tom H. C. Anderson, managing partner at Anderson Analytics, said, “By using SPSS Text Analysis for Surveys 3.0, we can harness a customer’s thoughts, attitudes and opinions more accurately and quickly through open-end surveys. The software transforms unstructured survey data into quantitative data without having to read and categorise text responses. Text analysis allows us to discover new customer insights rather than only uncover changes in known trends.”</p>
<p>The new features in SPSS Text Analysis for Surveys 3.0 include enhanced sentiment analysis functionality, dozens of pre-built satisfaction survey categories, expanded language support by turning text responses from 30+ languages into English, and improved usability with the ease to recode open-ended responses without being an expert.</p>
<p>Advanced sentiment analysis</p>
<p>SPSS Text Analysis for Surveys 3.0 offers a variety of natural language processing techniques such as multi-lingual concept extraction, Text Link Analysis, semantic and statistic-based classification to analyse opinions and categorize open-ended survey responses.</p>
<p>For example, restaurant chains could survey customers to optimize menu selections. If a customer uses an open-ended field to write, “I like pizza and chicken wings but hate salads.” SPSS Text Analysis for Surveys uses Text Link Analysis and proprietary semantic resources to automatically assign a positive opinion related to pizza and chicken wings and a negative opinion to salads.</p>
<p>The result: restaurant chains gain a clear understanding of what people like – or don’t like – and why. This insight allows chains to take action, such as revising the menu, adjusting prices or creating new marketing campaigns or promotions.</p>
<p>Out of the box, pre-built categories for satisfaction surveys</p>
<p>SPSS Text Analysis for Surveys 3.0 increases productivity by producing consistent results and reports with minimal manual work. The new version includes dozens of pre-built categories for customer, product or employee satisfaction surveys. Based on years of experience developing solutions to support survey research, SPSS eliminates the tedious time and costs in creating surveys, and ensures fast, reliable and consistent results.</p>
<p>Increased productivity and usability</p>
<p>SPSS Text Analysis for Surveys 3.0 easily and consistently recodes text responses for faster categorisation – and the potential for more sophisticated analysis – than manual methods. The new Project Wizard guides users through creating new projects, translating responses and selecting pre-built categories.</p>
<p>For those who conduct global surveys, SPSS Text Analysis for Surveys 3.0 is available for analysing text responses in six native languages – an additional 30 languages can be analysed through automated translation powered by Language Weaver <http:> . Data can also be easily exported and analysed with other quantitative data in SPSS products, such as its statistical software <http:></http:> or data collection survey software <http:></http:> , or even in Microsoft® Excel.</http:></p>
<p>SPSS Text Analysis for Surveys 3.0 <http:></http:> software is available now by visiting the SPSS Web store <http:> .</http:></p>
<p>About SPSS Inc.
SPSS Inc. (Nasdaq: SPSS) is a leading global provider of Predictive Analytics software and solutions. The company’s Predictive Analytics technology improves business processes by giving organisations forward visibility for decisions made every day. By incorporating Predictive Analytics into their daily operations, organisations become Predictive Enterprises -- able to direct and automate decisions to meet business goals and achieve a measurable competitive advantage. More than 250,000 public sector, academic and commercial customers rely on SPSS technology to help increase revenue, reduce costs and detect and prevent fraud. Founded in 1968, SPSS is headquartered in Chicago, Illinois. For more information, please visit <http:></http:> .</p>

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