2016-04-12

Poor Panama – The Central American state’s name is heavily associated with the events at Mossack Fonseca

Poor Panama. Since the investigation around the Panama Papers was made public earlier this month, mentions of the Republic of Panama in online media has been heavily associated with negative connotations such as “tax evasions”, and “shell companies”, and “leaked documents”. Although more intended as a way of inspecting the state of the semantic memories, the Gavagai Living Lexicon can also serve as a probe into the state-of-mind of the online media. As illustrated in the screenshot of the Lexicon below, “Panama” has, as of this writing, an unfortunate relation to “Mossack Fonseca” (click the image for a larger version). How will…

2016-04-11

Making sense of 14793 answers to the question: “What do you most wish for the coming year?”

In order to better understand their customers’ thoughts and wishes for the coming year, AMF – a limited liability life insurance company that is owned equally by the Swedish Trade Union Confederation (LO) and the Confederation of Swedish Enterprise (Svenskt Näringsliv) – sent out a survey to more than 100 000 senior citizens. The survey included the open-ended question: What do you most wish for the coming year? Read the case study on how Gavagai Explorer was used to make sense of the 14793 answers to that question here.

2016-04-07

Understanding the Whats and Whys of a Net Promoter study at scale

What concerns Detractors? What make Promoters promoters? In this case study, we use Gavagai Explorer to acquire insight into the answers of an open-ended follow-up question in a Net Promoter Score survey of the Swedish Telecom business with 2535 respondents. Net Promoter Score (NPS) is a metric for measuring the loyalty of a company’s customers based on their feedback. NPS is widely used across all kinds of industries, for instance in the travel and hotel business, software services, and telecommunications. Typically, NPS surveys are conducted continuously, so as to assess the performance of an organization over time. Each survey may…

2016-04-04

All your topics are belong to us

Jodel is undoubtedly one of the most interesting online communities at the moment. For those of you who have not already become addicted to the Jodel app, Jodel is an anonymous and localized community where users post and react to real-time updates (both text and photos) about anything and everything that is going on in the local community right now. Although the intended target audience is primarily university students, the appeal of anonymous real-time localized information has spread wide outside the student community. We at Gavagai love interesting text data, and Jodel seems like a veritable goldmine of information to…

2016-03-22

Leveraging Text Intelligence to understand Drivers of Customer (Un)Happiness

Imagine that you are responsible for a product. Over a period of time, your customers have provided feedback in the form of ratings and written reviews. The figure below shows how the reviews are distributed across the different ratings. Now, from the figure it appears that most of your customers are happy, that is, have rated the product 4 or 5 on a 1 – 5 scale. It is also clear that a substantial number of customers are not happy at all and have thus rated the product 1 or 2. In between these extremes, there are a number of…