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Voice of the customer / verbatim analysis

Business question
What are our customers really saying, beyond satisfaction scores?
What's at stake
For a health plan receiving 60,000 free-text comments a year (surveys, reviews, support feedback): 1,000 to 1,600 hours of manual reading and coding freed, or $70k to $112k a year.
Data required
Free-text verbatims (surveys, reviews, support feedback, social media if available).
Sample result
Recurring themes, tone per theme, illustrative verbatims for each insight.
Demo · 1 min
Illustrative scenario

Take a health plan that receives 60,000 free-text comments a year and has its quality team read and code them by hand for a monthly report. Automated analysis now groups comments by theme and tone every week; analysts only review ambiguous cases.

MetricBeforeAfter
Manual coding hours per year2,000 h700 h
Time to spot a new pain point5 weeks1 week
Annual cost of manual coding$140k$49k
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