Analyzing Customer Feedback Using Machine Learning

At Fishtown Analytics, we've done plenty of work with quantitative NPS data: the 1-10 rating is incredibly valuable as a churn predictor and a valuable addition to your data warehouse. This post describes why and how to dig into your qualitative NPS data: the free text feedback you get along with the 1-10 responses. This free text field is a goldmine when you add in some fairly straightforward (and available in the cloud) machine learning.


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