Complaint management is a worldwide key component of Customer Relationship Management (CRM). Many organizations rely on complaint management systems, both for measuring customer satisfaction and for the feedback to management.
The aim is not only the ad hoc troubleshooting, but also the production of "inputs" that can contribute to the revision of the operational planning, organization and other procedures that directly affect the quality of service in general.
Conventional statistical methods for the statistical analysis of the complaints data are not efficient, because the collected information is textual. The type of analysis required belongs to the cognitive area of text mining and requires specialized expertise and support from specialized software for analysis and processing of written language.
QUANTOS has developed and uses appropriate methodology for the analysis of "open questions" of forms, telephone and other types of complaints recording. The results of such methodology application - which is divided into two parts, a simple descriptive analysis and expert text mining analysis- is proven as an important tool for every business.