Introduction to Structuring Customer complaints explained with examples
Introduction
In past, if you were not particularly happy with a service or a product, you would go to the service provider or the shop and lodge a complaint. With services-businesses going online and due to enormous scale, lodging complaints in-person may not be always possible. Electronic ways such as emails, social media and particularly websites like www.consumercomplaints.in focusing on such issues, are widely used platforms to vent out the anger as well as publicizing the issue in expectancy of quick actions.
Keeping a close watch on complaints on such sites has become imperative for businesses such as banks. This article looks at ways to structure these unstructured complaints in an actionable form.
In a typical case, a bank may be interested in looking at classification of the complaints into various categories such as “Loans”, “Fixed Deposits”, “Credit Cards”, etc. so that they can be forwarded to respective departments. An important feature would be to summarize long complaints so that further actions can be formulated quickly. Sentiment analysis of such complaints