1. © 2002-2003 Megaputer intelligence, Inc. Your Knowledge Partner www.megaputer.com Survey Analysis using PolyAnalyst TM

2. © 2002-2003 Megaputer intelligence, Inc. Introduction Surveys provide customers with a platform to voice their opinions and grievances about the company and its services Companies can often learn a great deal from these surveys about not only themselves but also their customers Surveys comprise of a mix of multiple choice questions as well as open-ended questions Responses to open-ended questions are free form text Manual analysis of this feedback is a time-consuming and costly process Analysts require natural language processing tools, which can quickly and accurately lead to actionable outcome

3. © 2002-2003 Megaputer intelligence, Inc. Data snapshot Sample data from responses to a survey question seeking customer feedback on Internet services of a large ISP Imagine having to physically scan through thousands of such records! What is required is a tool that can automate this process. Imagine having to physically scan through thousands of such records! What is required is a tool that can automate this process.

4. © 2002-2003 Megaputer intelligence, Inc. Survey Analysis using PolyAnalyst TM

5. © 2002-2003 Megaputer intelligence, Inc. Clean data Identify attributes to analyze Output Knowledge about Customer dissatisfiers and recommendations Refine and focus Run Text Analysis Pre-processingAnalysis Textual data analysis methodology

6. © 2002-2003 Megaputer intelligence, Inc. Main concepts from narratives Unsupervised Text Analysis In the matter of minutes, PolyAnalyst scans through thousands of records generating a list of topics occurring in customer feedback based on their relative importance and frequency. Analysts can quickly gain knowledge about important issues contained in the feedback without having to manually go through each record. In the matter of minutes, PolyAnalyst scans through thousands of records generating a list of topics occurring in customer feedback based on their relative importance and frequency. Analysts can quickly gain knowledge about important issues contained in the feedback without having to manually go through each record. Text Analysis Engine

7. © 2002-2003 Megaputer intelligence, Inc. Link Analysis

8. © 2002-2003 Megaputer intelligence, Inc. Link Analysis of Main Concepts Circular layout reveals links between main concepts The higher the correlation between the terms, the thicker is the link connecting them

9. © 2002-2003 Megaputer intelligence, Inc. Link Analysis of Main Concepts In cluster layout individual clusters are marked in different colors The floating data view window displays records supporting the selected link, thereby allowing quick reference to the chosen concepts within those records

10. © 2002-2003 Megaputer intelligence, Inc. Link Analysis of Main Concepts Snapshot of single cluster Selecting a link creates a corresponding subset of data Displayed below are four records in which the terms bar and get rid of occur together Selecting a link creates a corresponding subset of data Displayed below are four records in which the terms bar and get rid of occur together A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain. It stays on top of the screen all the time taking up large space on the screen. Users want the ISP to get rid of the bar. A drill-down of all links in the cluster indicates that users find the navigation bar to be a pain. It stays on top of the screen all the time taking up large space on the screen. Users want the ISP to get rid of the bar.

11. © 2002-2003 Megaputer intelligence, Inc. Link Chart

12. © 2002-2003 Megaputer intelligence, Inc. Link Chart: Features Problems Link chart maps features with problems experienced by customers Right clicking on a link enables saving of associated records as a dataset for further analysis. Link chart allows to focus on specific issues raised by customers. Example: Some of the problems associated with Email are download, password, sign-on, etc. Link chart allows to focus on specific issues raised by customers. Example: Some of the problems associated with Email are download, password, sign-on, etc.

13. © 2002-2003 Megaputer intelligence, Inc. Link Chart: Features Problems Snapshot of problems associated with Email and Navigation Bar Datasets corresponding to each of the links associated with Email and Navigation Bar are extracted for investigation Upon analysis of the datasets, it was possible to conclude that users: - Want to be able to sign- on to email immediately after logging on; - Want to put in the password only once; - Want the system to remember the password Upon analysis of the datasets, it was possible to conclude that users: - Want to be able to sign- on to email immediately after logging on; - Want to put in the password only once; - Want the system to remember the password

14. © 2002-2003 Megaputer intelligence, Inc. Snake Chart

15. © 2002-2003 Megaputer intelligence, Inc. Snake Chart Snake Chart displays the relative frequency of identified terms Spikes indicate that issues most frequently associated with: Email are download, password, remember and time-consume Service are connection speed, price and customer service Navigation Bar are get rid of, irritate, pop-up and take-up

16. © 2002-2003 Megaputer intelligence, Inc. Snake Chart Clicking on a node creates a subset of data Concepts being investigated are highlighted wherever they occur in the record. Example: In the figure, clicking on the node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record. Concepts being investigated are highlighted wherever they occur in the record. Example: In the figure, clicking on the node Customer Service for the series Service creates a subset. Customer service is highlighted in the selected record.

17. © 2002-2003 Megaputer intelligence, Inc. Results and Actions Based on the results obtained from the survey analysis, the ISP decided to make the following changes: Provide users with an easier and faster access to emails Get rid of the navigation bar Stop sending pop-up ads Improve search engine capabilities By listening to its customers the ISP was able to significantly increase customer satisfaction and loyalty

18. © 2002-2003 Megaputer intelligence, Inc. Summary PolyAnalyst enables businesses to: Analyze surveys containing structured as well as unstructured data Extract the maximum information and thereby value out of surveys Cut down on time and resources required to analyze surveys without compromising on the quality of results Reduce latency and cost associated with manual survey analyses Make surveys a vital tool in the hands of management by ferreting key information out of customer feedback

19. © 2002-2003 Megaputer intelligence, Inc. For More Information Call Megaputer at (812) 330-0110 or write at 120 W Seventh Street, Suite 310 Bloomington, IN 47404 USA info@megaputer.com