Comments on: The CES2010 aftermath http://blog.amplifiedanalytics.com/2010/01/the-ces2010-aftermath/ The Power of Many Little Voices Thu, 22 Jul 2010 14:55:10 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Gregory http://blog.amplifiedanalytics.com/2010/01/the-ces2010-aftermath/comment-page-1/#comment-95 Gregory Wed, 27 Jan 2010 06:25:08 +0000 http://blog.amplifiedanalytics.com/?p=347#comment-95 Alex, Thank you for your interest. I would say we are getting no more than 10% of customer reviews per product that implicitly or explicitly describe their support experience. Popular products with a large number of reviews provide sufficient (statistically representative)information for analysis. It also a constructive practice to bundle reviews for products from the same company/organization (ex. Samsung TV's) as they often are supported by the same part of Customer Services and provide very good window into the operations. I'll follow this response with some illustration how customer feedback about support (the PSS-Product Support Score)can be analyzed using PRMIR to generate ideas for improvements. Let me find some examples from our data base. Alex,

Thank you for your interest. I would say we are getting no more than 10% of customer reviews per product that implicitly or explicitly describe their support experience. Popular products with a large number of reviews provide sufficient (statistically representative)information for analysis. It also a constructive practice to bundle reviews for products from the same company/organization (ex. Samsung TV’s) as they often are supported by the same part of Customer Services and provide very good window into the operations. I’ll follow this response with some illustration how customer feedback about support (the PSS-Product Support Score)can be analyzed using PRMIR to generate ideas for improvements. Let me find some examples from our data base.

]]> By: Alex Tanner http://blog.amplifiedanalytics.com/2010/01/the-ces2010-aftermath/comment-page-1/#comment-94 Alex Tanner Tue, 26 Jan 2010 22:57:49 +0000 http://blog.amplifiedanalytics.com/?p=347#comment-94 I wonder how much Customer Service data there is in the reviews you analyze. Most people probably write about extremely good or extremely bad experiences. Is there enough "meat" in these reviews to be of any use to a Tech Support organization? I wonder how much Customer Service data there is in the reviews you analyze. Most people probably write about extremely good or extremely bad experiences. Is there enough “meat” in these reviews to be of any use to a Tech Support organization?

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