FAQ

A:

Yes, but with the additional ability to analyze the customer's comments. By collecting the customer's thoughts in their own words, you gain much deeper insight than through structured questions alone. Imagine a doctor's visit where he/she has to play 20 questions to guess what's wrong with you as opposed to just listening to you first. Structured questions are still important — if you need to know where someone lives, you have to ask — but your knowledge is greatly enhanced by hearing what the customer wants to tell you in their own words.

A:

Insight RT can analyze all forms of electronic customer feedback: emails, feedback cards, surveys, Web comments and blog & message board posts. Messages may be streamed in real time, providing continuous analysis or batch-loaded as often as you wish.

A:

At its core, Insight RT has a proprietary text classification engine, which analyzes text and puts it into categories that make sense for your business. Typically, clients will have 20-25 categories, with groups of categories for customer service issues, product features, product quality, competitive intelligence and brand monitoring. Insight RT also uses a number of other proprietary techniques to automatically extract themes, detect emerging issues, detect out-of-pattern conditions and perform root-cause analysis. Essentially, Insight RT quantifies your qualitative data.

A:

Accuracy is a measurement of precision — how many false-positives and recall — how many missed positives. Precision and recall may be affected by a number of variables, including feedback volume and how general a category is. Insight RT allows clients to "tune" the categories for maximum precision, maximum recall or best-fit. Insight RT is designed to deliver extremely high precision with minimum modeling effort.

A:

Most often, through a "Feedback" button on their Web pages. It's also common to include a feedback link in outbound emails to the customer.

A:

No. Insight RT can work in conjunction with in-place surveys to enhance your existing customer intelligence. However, with its survey card builder, Insight RT can function as a stand-alone system.

A:

Real-time analysis may become very important when detecting emerging problems. This ability to act as a "smoke detector" can help you identify and resolve issues while they're still small, which may be important to your business. Also, by collecting continuous, streaming feedback, you receive valuable trend data. For example, knowing the price of a stock today is not nearly as useful as seeing that stock's performance over a period of time. By the same token, tracking customer sentiment over time can provide direct feedback on corporate marketing programs or other events.

A:

Very little. The implementation is performed by our Client Services group and is typically accomplished within a week. During this time, we work to build the categories and reports that meet your business needs. Once the system is operational, reports may be scheduled and delivered via email. Automated alerts are also delivered via email and require no maintenance.

A:

Island Data's clients each process from several hundred to several million feedback transactions per month. Companies with several thousand feedbacks or more, per month, will obtain the best precision in their results.