An integrative approach to assess qualitative and quantitative consumer feedback

This work proposes an innovative approach that integrates the two types of information to identify words that are related to positive or negative consumer ratings.

Abstract

The increasing availability of consumer feedback on the web provides a wealth of information that organizations can use for product and service improvement. Many consumer feedback sites allow users to enter both a quantitative rating and a qualitative critique. Previous research has used this information disjunctively. This work proposes an innovative approach that integrates the two types of information to identify words that are related to positive or negative consumer ratings. A case study shows that this approach does raise some issues not identified using existing analytical approaches.