Mining Open Answers in Questionnaire Data

  • Authors:
  • Kenji Yamanishi;Hang Li

  • Affiliations:
  • -;-

  • Venue:
  • IEEE Intelligent Systems
  • Year:
  • 2002

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Abstract

Surveys are an important part of marketing and customer relationship management,and open answers (answers to open questions) in particular could contain valuableinformation and provide an important basis for making business decisions. The authors havedeveloped a text mining system that provides a new way of analyzing open answers inquestionnaire data. The product can perform the following two functions: accurateextraction of characteristics for individual analysis targets and accurate extraction ofthe relationships among characteristics of analysis targets. In this article, theydescribe how their text mining system works. It has already been put to use by severallarge corporations in Japan, providing answers to questions about brand images, companyimages, complaints about products, comments written on home pages, business reports, andhelp desk records. In this it has been found to be useful in forming a basis for effectivebusiness decisions.