Voice of the Customer (Banking)
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 banking 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. 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>CashMachine | Cash machine | Cash machine |
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>CashMachine | Cajero | Cash machine |
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 banks mentioned in the text analyzed.
Companies tagged as Top>Organization>Company>FinancialCompany>BankingCompany 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>GenericBank | Generic bank | Generic bank |
| Code |
Label |
Description |
Company>{CompanyName} | {CompanyName} | Specific companies of the domain detected in the text analyzed |
Company>GenericBank | Banco genérico | Generic bank |
This dimension refers to specific conditions of the operative mentioned in the text analyzed.
| Code |
Label |
Description |
Condition>Availability | Availability | Availability |
Condition>Availability>Partial | Partial availability | Partial availability |
Condition>Availability>Total | Total availability | Total availability |
Condition>Cancellation | Cancellation | Cancellation |
Condition>Contracting | Contracting | Contracting |
Condition>ContractingChannel | Purchase channel | Purchase channel |
Condition>Fees | Fees | Fees |
Condition>GenericCondition | Generic condition | Generic condition |
Condition>LinkedProducts | Linked products | Linked products |
Condition>Maintenance | Maintenance | Maintenance |
Condition>MaximumAmount | Maximum amount | Maximum amount |
Condition>MinimumAmount | Minimum amount | Minimum amount |
Condition>Paperwork | Paperwork | Paperwork |
Condition>Price | Price | Price |
Condition>Profitability | Profitability | Profitability |
Condition>Promotion | Promotion | Promotion |
Condition>Renewal | Renewal | Renewal |
Condition>Settlement | Settlement | Settlement |
Condition>SubsequentDeposits | Subsequent deposits | Subsequent deposits |
Condition>TargetCustomer | Target customers | Target customers |
| Code |
Label |
Description |
Condition>Availability | Disponibilidad | Availability |
Condition>Availability>Partial | Disponibilidad parcial | Partial availability |
Condition>Availability>Total | Disponibilidad total | Total availability |
Condition>Cancellation | Cancelación | Cancellation |
Condition>Contracting | Contratación | Contracting |
Condition>ContractingChannel | Canal de compra | Purchase channel |
Condition>Fees | Comisiones | Fees |
Condition>GenericCondition | Condición genérica | Generic condition |
Condition>LinkedProducts | Productos vinculados | Linked products |
Condition>Maintenance | Mantenimiento | Maintenance |
Condition>MaximumAmount | Importe máximo | Maximum amount |
Condition>MinimumAmount | Importe mínimo | Minimum amount |
Condition>Paperwork | Documentación | Paperwork |
Condition>Price | Precio | Price |
Condition>Profitability | Rentabilidad | Profitability |
Condition>Promotion | Promoción | Promotion |
Condition>Renewal | Renovación | Renewal |
Condition>Settlement | Liquidación | Settlement |
Condition>SubsequentDeposits | Ingresos posteriores | Subsequent deposits |
Condition>TargetCustomer | Clientela objetivo | Target customers |
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>Activation | Activation | Activation |
Operation>Closing | Cancelation | Cancelation |
Operation>Currency | Currency exchange | Currency exchange |
Operation>Deposit | Deposit | Deposit |
Operation>Documentation | Documentation | Documentation |
Operation>Inquiry | Inquiry | Inquiry |
Operation>Opening | Purchase | Purchase |
Operation>Participants | Participants | Participants |
Operation>PersonalData | Personal data | Personal data |
Operation>Refund | Refund | Refund |
Operation>Transfer | Transfer | Transfer |
Operation>Withdrawal | Withdrawal | Withdrawal |
| Code |
Label |
Description |
Operation>Activation | Activación | Activation |
Operation>Closing | Baja | Cancelation |
Operation>Currency | Cambio de divisa | Currency exchange |
Operation>Deposit | Ingreso | Deposit |
Operation>Documentation | Documentación | Documentation |
Operation>Inquiry | Consulta | Inquiry |
Operation>Opening | Alta | Purchase |
Operation>Participants | Intervinientes | Participants |
Operation>PersonalData | Datos personales | Personal data |
Operation>Refund | Reembolso | Refund |
Operation>Transfer | Transferencia | Transfer |
Operation>Withdrawal | Retirada | Withdrawal |
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 banking products that may appear in the text to analyze.
| Code |
Label |
Description |
Product>Account | Account | Account |
Product>Bill | Bill | Bill |
Product>Broker | Broker | Broker |
Product>CreditDebitCard | Credit/Debit card | Credit/Debit card |
Product>DepositAccount | Deposit account | Deposit account |
Product>DepositAccount>InKindDeposit | In kind deposit | In kind deposit |
Product>DepositAccount>MarketLinkedDeposit | Market-linked deposit | Market-linked deposit |
Product>DepositAccount>SightDeposit | Sight deposit | Sight deposit |
Product>DepositAccount>TimeDeposit | Time deposit | Time deposit |
Product>Insurance | Insurance | Insurance |
Product>Insurance>Burial | Burial insurance | Burial insurance |
Product>Insurance>Health | Health insurance | Health insurance |
Product>Insurance>Home | Home insurance | Home insurance |
Product>Insurance>Landlord | Landlord insurance | Landlord insurance |
Product>Insurance>Life | Life insurance | Life insurance |
Product>Insurance>PersonalFinance | Personal finance insurance | Personal finance insurance |
Product>Insurance>Vehicle | Vehicle insurance | Vehicle insurance |
Product>InvestmentFund | Investment fund | Investment fund |
Product>Loan | Loan | Loan |
Product>Loan>MortgageLoan | Mortgage loan | Mortgage loan |
Product>Loan>PersonalLoan | Personal loan | Personal loan |
Product>OtherProducts | Other products | Other products |
Product>POS | POS | Point of sale |
Product>PensionPlan | Pension plan | Pension plan |
| Code |
Label |
Description |
Product>Account | Cuenta | Account |
Product>Bill | Recibo | Bill |
Product>Broker | Bróker | Broker |
Product>CreditDebitCard | Tarjeta | Credit/Debit card |
Product>DepositAccount | Depósito | Deposit account |
Product>DepositAccount>InKindDeposit | Depósito en especie | In kind deposit |
Product>DepositAccount>MarketLinkedDeposit | Depósito estructurado | Market-linked deposit |
Product>DepositAccount>SightDeposit | Depósito negociado | Sight deposit |
Product>DepositAccount>TimeDeposit | Depósito a plazos | Time deposit |
Product>Insurance | Seguro | Insurance |
Product>Insurance>Burial | Seguro de deceso | Burial insurance |
Product>Insurance>Health | Seguro de salud | Health insurance |
Product>Insurance>Home | Seguro de hogar | Home insurance |
Product>Insurance>Landlord | Seguro de comunidades | Landlord insurance |
Product>Insurance>Life | Seguro de vida | Life insurance |
Product>Insurance>PersonalFinance | Seguro de ahorros | Personal finance insurance |
Product>Insurance>Vehicle | Seguro de auto | Vehicle insurance |
Product>InvestmentFund | Fondo de inversión | Investment fund |
Product>Loan | Préstamo | Loan |
Product>Loan>MortgageLoan | Préstamo hipotecario | Mortgage loan |
Product>Loan>PersonalLoan | Préstamo personal | Personal loan |
Product>OtherProducts | Otros productos | Other products |
Product>POS | TPV | Point of sale |
Product>PensionPlan | Plan de pensiones | Pension plan |
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>CashMachine | Number of cash machines | Number of cash machines |
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>Facility | Features of the establishment | Features of the establishment |
Quality>Facility>Luminosity | Luminosity | Luminosity |
Quality>Facility>Noise | Noise | Noise |
Quality>Facility>State | Conditions of the establishment | Conditions of the establishment |
Quality>Facility>Temperature | Temperature | Temperature |
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>CashMachine | Número de cajeros | Number of cash machines |
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>Facility | Características de las instalaciones | Features of the establishment |
Quality>Facility>Luminosity | Luminosidad | Luminosity |
Quality>Facility>Noise | Ruido | Noise |
Quality>Facility>State | Estado del establecimiento | Conditions of the establishment |
Quality>Facility>Temperature | Temperatura | Temperature |
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 |
