Voice of the Customer (Insurance)
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 insurance domain.
Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the insurance 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. Below you can find the categories in English and Spanish:
This dimension refers to the channel of contact mentioned in the text analyzed.
| Code |
Label |
Description |
Channel>App | App | Applications |
Channel>Facility | Establishment | Establishment |
Channel>Facility>Office | Office | Office |
Channel>IVR | IVR | Interactive Voice Response |
Channel>Internet | Internet | Internet |
Channel>Internet>Chat | Chat | Chat |
Channel>Internet>SocialNetwork | Social network | Social network |
Channel>Telephone | Telephone | Telephone |
Channel>Telephone>Free | Free telephone | Free telephone |
| Code |
Label |
Description |
Channel>App | App | Applications |
Channel>Facility | Establecimiento | Establishment |
Channel>Facility>Office | Oficina | Office |
Channel>IVR | IVR | Interactive Voice Response |
Channel>Internet | Internet | Internet |
Channel>Internet>Chat | Chat | Chat |
Channel>Internet>SocialNetwork | Red social | Social network |
Channel>Telephone | Teléfono | Telephone |
Channel>Telephone>Free | Teléfono gratuito | Free telephone |
This dimension refers to the insurance companies mentioned in the text analyzed.
Companies tagged as Top>Organization>Company>FinancialCompany>Insurance in the context of insurances will generate dynamic categories, marked below as {CompanyName}.
| Code |
Label |
Description |
Company>{CompanyName} | {CompanyName} | Specific companies of the domain detected in the text analyzed |
Company>GenericInsurance | Generic insurance company | Generic insurance company |
| Code |
Label |
Description |
Company>{CompanyName} | {CompanyName} | Specific companies of the domain detected in the text analyzed |
Company>GenericInsurance | Aseguradora genérica | Generic insurance company |
This dimension refers to specific conditions of the operative mentioned in the text analyzed.
| Code |
Label |
Description |
Condition>ContractingChannel | Purchase channel | Purchase channel |
Condition>Copayment | Copayment | Copayment |
Condition>Coverage | Coverage | Coverage |
Condition>GenericCondition | Generic condition | Generic condition |
Condition>Payment | Payment | Payment |
Condition>Price | Price | Price |
Condition>Promotion | Promotions and discounts | Promotions and discounts |
Condition>Rate | Rate | Rate |
Condition>TargetCustomer | Target customer | Target customer |
| Code |
Label |
Description |
Condition>ContractingChannel | Canal de compra | Purchase channel |
Condition>Copayment | Copago | Copayment |
Condition>Coverage | Cobertura | Coverage |
Condition>GenericCondition | Condición genérica | Generic condition |
Condition>Payment | Pago | Payment |
Condition>Price | Precio | Price |
Condition>Promotion | Promociones y descuentos | Promotions and discounts |
Condition>Rate | Interés | Rate |
Condition>TargetCustomer | Clientela objetivo | Target customer |
This dimension refers to mentions of different aspects of the customer service in the text to analyze.
| Code |
Label |
Description |
CustomerService>AccessibilityCommunication | Accessibility and communication | Accessibility and communication |
CustomerService>Advertising | Advertising | Advertising |
CustomerService>Advice | Advice | Advice |
CustomerService>CommercialPressure | Commercial pressure | Commercial pressure |
CustomerService>Commitment | Commitment | Commitment |
CustomerService>IncidentManagement | Incident management | Incident management |
CustomerService>Information | Information | Information |
CustomerService>Service | Service | Service |
CustomerService>SupportMaintenance | Support and maintenance | Support and maintenance |
CustomerService>TrainingKnowledge | Training and knowledge | Training and knowledge |
CustomerService>Treatment | Customer treatment | Customer treatment |
| Code |
Label |
Description |
CustomerService>AccessibilityCommunication | Accesibilidad y comunicación | Accessibility and communication |
CustomerService>Advertising | Publicidad | Advertising |
CustomerService>Advice | Asesoramiento | Advice |
CustomerService>CommercialPressure | Presión comercial | Commercial pressure |
CustomerService>Commitment | Compromiso | Commitment |
CustomerService>IncidentManagement | Tratamiento de incidencias | Incident management |
CustomerService>Information | Información | Information |
CustomerService>Service | Servicio | Service |
CustomerService>SupportMaintenance | Soporte y mantenimiento | Support and maintenance |
CustomerService>TrainingKnowledge | Capacitación y conocimiento | Training and knowledge |
CustomerService>Treatment | Trato al cliente | Customer treatment |
This dimension refers to the operational aspects that can be expressed in the text to analyze.
| Code |
Label |
Description |
Operation>Assistance | Assistance | Assistance |
Operation>Assistance>Garage | Garage | Garage |
Operation>Assistance>Medical | Medical assistance | Medical assistance |
Operation>Assistance>Roadside | Roadside assistance | Roadside assistance |
Operation>Assistance>Roadside>ReplacementVehicle | Replacement vehicle | Replacement vehicle |
Operation>Assistance>Roadside>TowTruck | Tow truck | Tow truck |
Operation>Authorization | Authorization | Authorization |
Operation>Cancelation | Cancelation | Cancelation |
Operation>CivilLiability | Civil liability | Civil liability |
Operation>ClaimsAdjuster | Claims adjuster | Claims adjuster |
Operation>Compensation | Compensation | Compensation |
Operation>Contracting | Contracting | Contracting |
Operation>Documentation | Documentation | Documentation |
Operation>Expiration | Expiration | Expiration |
Operation>FineManagement | Fines management | Fines management |
Operation>InsuranceClaim | Insurance claim | Insurance claim |
Operation>LegalDefense | Legal defense | Legal defense |
Operation>PersonalData | Personal data | Personal data |
Operation>Procedure | Procedure | Procedure |
Operation>Procedure>Accident | Accident | Accident |
Operation>Procedure>Breakdown | Breakdown | Breakdown |
Operation>Procedure>Collapse | Collapse | Collapse |
Operation>Procedure>Electrocution | Electrocution | Electrocution |
Operation>Procedure>Explosion | Explosion | Explosion |
Operation>Procedure>Fire | Fire | Fire |
Operation>Procedure>Flood | Flood | Flood |
Operation>Procedure>Theft | Theft | Theft |
Operation>Renewal | Renewal | Renewal |
Operation>Report | Report | Report |
Operation>Report>AgreedStatement | Agreed statement | Agreed statement |
Operation>Transfer | Transfer | Transfer |
| Code |
Label |
Description |
Operation>Assistance | Asistencia | Assistance |
Operation>Assistance>Garage | Taller | Garage |
Operation>Assistance>Medical | Asistencia médica | Medical assistance |
Operation>Assistance>Roadside | Asistencia en carretera | Roadside assistance |
Operation>Assistance>Roadside>ReplacementVehicle | Vehículo de sustitución | Replacement vehicle |
Operation>Assistance>Roadside>TowTruck | Grúa | Tow truck |
Operation>Authorization | Autorización | Authorization |
Operation>Cancelation | Cancelación | Cancelation |
Operation>CivilLiability | Responsabilidad civil | Civil liability |
Operation>ClaimsAdjuster | Perito | Claims adjuster |
Operation>Compensation | Indemnización | Compensation |
Operation>Contracting | Contratación | Contracting |
Operation>Documentation | Documentación | Documentation |
Operation>Expiration | Vencimiento | Expiration |
Operation>FineManagement | Gestión de multas | Fines management |
Operation>InsuranceClaim | Reclamación de seguros | Insurance claim |
Operation>LegalDefense | Defensa jurídica | Legal defense |
Operation>PersonalData | Datos personales | Personal data |
Operation>Procedure | Trámite | Procedure |
Operation>Procedure>Accident | Accidente | Accident |
Operation>Procedure>Breakdown | Avería | Breakdown |
Operation>Procedure>Collapse | Derrumbamiento | Collapse |
Operation>Procedure>Electrocution | Electrocución | Electrocution |
Operation>Procedure>Explosion | Explosión | Explosion |
Operation>Procedure>Fire | Incendio | Fire |
Operation>Procedure>Flood | Inundación | Flood |
Operation>Procedure>Theft | Robo | Theft |
Operation>Renewal | Renovación | Renewal |
Operation>Report | Dar parte | Report |
Operation>Report>AgreedStatement | Parte amistoso | Agreed statement |
Operation>Transfer | Traspaso | Transfer |
This dimension refers to the global satisfaction expressed in the text to analyze. In previous versions it was expressed through the Polarity dimension.
| Code |
Label |
Description |
Satisfaction>Negative | Negative | Negative satisfaction |
Satisfaction>Neutral | Neutral | Neutral satisfaction |
Satisfaction>Positive | Positive | Positive satisfaction |
| Code |
Label |
Description |
Satisfaction>Negative | Negativa | Negative satisfaction |
Satisfaction>Neutral | Neutra | Neutral satisfaction |
Satisfaction>Positive | Positiva | Positive satisfaction |
This dimension refers to the possible insurance products that may appear in the text to analyze.
| Code |
Label |
Description |
Product>Insurance | Generic insurance | Generic insurance |
Product>Insurance>Burial | Burial insurance | Burial insurance |
Product>Insurance>Condominium | Condominium insurance | Condominium insurance |
Product>Insurance>Dental | Dental insurance | Dental insurance |
Product>Insurance>Health | Health insurance | Health insurance |
Product>Insurance>Home | Home insurance | Home insurance |
Product>Insurance>Life | Life insurance | Life insurance |
Product>Insurance>LongTermCare | Long-term care insurance | Long-term care insurance |
Product>Insurance>PersonalFinance | Personal finance insurance | Personal finance insurance |
Product>Insurance>Travel | Travel insurance | Travel insurance |
Product>Insurance>Vehicle | Vehicle insurance | Vehicle insurance |
Product>Insurance>Vehicle>FullyComprehensive | Fully comprehensive vehicle insurance | Fully comprehensive vehicle insurance |
Product>Insurance>Vehicle>ThirdParty | Third-party vehicle insurance | Third-party vehicle insurance |
| Code |
Label |
Description |
Product>Insurance | Seguro genérico | Generic insurance |
Product>Insurance>Burial | Seguro de deceso | Burial insurance |
Product>Insurance>Condominium | Seguro de comunidades | Condominium insurance |
Product>Insurance>Dental | Seguro dental | Dental insurance |
Product>Insurance>Health | Seguro de salud | Health insurance |
Product>Insurance>Home | Seguro de hogar | Home insurance |
Product>Insurance>Life | Seguro de vida | Life insurance |
Product>Insurance>LongTermCare | Seguro de cuidado a largo plazo | Long-term care insurance |
Product>Insurance>PersonalFinance | Seguro de ahorros | Personal finance insurance |
Product>Insurance>Travel | Seguro de viaje | Travel insurance |
Product>Insurance>Vehicle | Seguro de vehículo | Vehicle insurance |
Product>Insurance>Vehicle>FullyComprehensive | Seguro de vehículo a todo riesgo | Fully comprehensive vehicle insurance |
Product>Insurance>Vehicle>ThirdParty | Seguro de vehículo a terceros | Third-party vehicle insurance |
This dimension refers to quality aspects mentioned in the text to analyze.
| Code |
Label |
Description |
Quality>ClaritySimplicity | Clarity and simplicity | Clarity and simplicity |
Quality>Coverage | Availability | Availability |
Quality>Coverage>Employee | Number of employees | Number of employees |
Quality>Coverage>Establishment | Number of establishments | Number of establishments |
Quality>Coverage>Office | Number of offices | Number of offices |
Quality>Coverage>Product | Availability of products | Availability of products |
Quality>Effectiveness | Effectiveness | Effectiveness |
Quality>Flexibility | Flexibility | Flexibility |
Quality>Functionality | Functionality | Functionality |
Quality>Incident | Incident | Incident |
Quality>Loyalty | Loyalty | Loyalty |
Quality>MeetingDeadlines | Meeting deadlines | Meeting deadlines |
Quality>Reliability | Reliability | Reliability |
Quality>SpeedAgility | Speed and agility | Speed and agility |
Quality>Suggestion | Suggestion | Suggestion |
| Code |
Label |
Description |
Quality>ClaritySimplicity | Claridad y sencillez | Clarity and simplicity |
Quality>Coverage | Disponibilidad | Availability |
Quality>Coverage>Employee | Número de empleados | Number of employees |
Quality>Coverage>Establishment | Número de establecimientos | Number of establishments |
Quality>Coverage>Office | Número de oficinas | Number of offices |
Quality>Coverage>Product | Disponibilidad de productos | Availability of products |
Quality>Effectiveness | Eficacia | Effectiveness |
Quality>Flexibility | Flexibilidad | Flexibility |
Quality>Functionality | Funcionalidad | Functionality |
Quality>Incident | Incidencia | Incident |
Quality>Loyalty | Fidelidad | Loyalty |
Quality>MeetingDeadlines | Cumplimiento de tiempos | Meeting deadlines |
Quality>Reliability | Fiabilidad | Reliability |
Quality>SpeedAgility | Velocidad y agilidad | Speed and agility |
Quality>Suggestion | Sugerencia | Suggestion |
