Customer Voices on Shoes: Text Mining for Quality Insights
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Companies in the Consumer-Packaged Goods (CPG) industry need to understand what their customers are saying about their products to improve sales and customer satisfaction. Given the large volume of documents, it is timely and difficult to assess manually.
Voice of the Customer is a strategic approach to understanding and aligning with customer wants and needs and is a fundamental principle in Lean Six Sigma. Analyzing unstructured text data is key to Voice of the Customer because it eases the translation of verbatims to critical to quality measures (ex: durable shoes), to project metrics (days before shoe is unwearable), and to actionable improvements.
JMP has excellent features that allow users to streamline the process of analyzing unstructured text data. Text Explorer is a valuable tool for understanding the Voice of the Customer by making text data more meaningful. JMP can also turn textual data into a set of values used to further analysis and make predictive models.
Tools: Text Explorer, Word Clouds, Sentiment Analysis, Topic Analysis, Predictive Modeling-Bootstrap Forest, JSL GUI, export
Data is from Kaggle: Men_Women_Shoes_Reviews (kaggle.com)
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