Voice of the customer (VoC) is a term used to describe the in-depth process of capturing customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives [1].

At MeaningCloud, we know how important unstructured data is for this type of analysis, so we've defined a model that will allow you to characterize in detail any feedback from your customers, enabling you to carry out an in-depth analysis without missing any relevant information, in this instance focusing on the retail domain.

Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the retail domain may refer to. The relevance given for the categories in these models is computed with respect to the top ranked result in the same dimension.

Category codeCategory name
Customer Service