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Advanced survey analysis through text mining

TUI is an international leisure-travel company. They constantly strive to surpass their customers’ expectations. When doing proper customer satisfaction, or customer experience research, open text questions should be part of it. However, when you have to analyse several thousand open text answers, you face a challenge. That’s why Xomnia built a solution for TUI that is able to recognize predefined categories in open text answers on a topic level. This means that if one message, or even one sentence is about three different topics, the algorithm recognizes all of them. Together with this classification towards predifined topics we applied text clustering to discover new likely relevant topics. On all categorized text chunks we applied Xomnia’s sentiment analysis. Finally we put all together in one easy to use dashboard.The tool we created provides a deep understanding on the important business drivers of TUI from a customer point of view. With some clicks TUI can now go from a high level score on a certain topic, towards a further exploration of the topics into detail. This way the tool is of use for both a strategic as well as operational activities.

Big data consultancy project

Text Mining

Leisure, Travel & Tourism

Thanks to Xomnia we can analyze our customer survey data in an unprecedented way

Leonie Zoet Marketing Intelligence Manager