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Dynamic dashboards for Customer Intelligence

Here are some static examples (screen-shots) of customer feedback analysis for E-Readers and Tablets. The reason I mixed them together is because I have found that customers often investigate one before they purchase another. It appears that this category “divide” is largely historic and the two may eventually merge into one, just like laptops and notebooks have done.

This is the result of automated analysis of customer reviews published online. Opinions are measured on the scale from “0″ (unacceptable) to “2″ (delighted), with “1″ indicating satisfaction (expectation=experience). The importance is expressed by the line across bars and measured by a weighted average of total number of opinions about specific attribute of a specific product.

List of Attributes is extracted from customer’s conversations, not preconceived by any individual.

The dashboard controls allows a user to select and filter subsets of data for more targeted analysis. Below is an example of one-to-one comparison between Amazon Kindle and B&N Nook Color

Further “drilling” into the 5 (for example) most “important” to the E-Readers customers attributes may be achieved by selecting these attributes at the top left list of Attributes. The screen-shot below reveals that while both e-readers exceed their customers Usability expectations by a wide margin, Amazon holds 3% lead over the Nook Color which is within margin of error (+/- 7.2%). However its Reliability (second most important attribute) is 12% higher than Amazon Kindle. Both e-readers offer their customers a very good value exceeding their expectation by a wide margin, but the Nook pulls ahead again when it comes to Quality of Display.

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