Abstract
In this paper, we explore the utility of sentiment analysis and text classification of voice of the customer (VOC) for improving churn prediction, which is a task to detect customers who are about to quit. Our work is motivated by the observation that the increase of customer satisfaction will reproduce churn and the customer satisfaction can be reflected in some degree by applying NLP techniques on VOC, the unstructured textual information which captures a view of customer’s attitude and feedbacks. To the best of our knowledge, this is the first work that introduces text classification of VOC to churn prediction task. Experiments show that adding VOC analysis into a conventional churn prediction model results in a significant increase in predictive performance.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Martins, A.F.T., Das, D., Smith, N.A., Xing, E.P.: Stacking dependency parsers. In: Proceedings of EMNLP-2008, pp. 513–521 (2008)
Aguwa, C.C., Monplaisir, L., Turgut, O.: Voice of the customer: customer satisfaction ratio based analysis. Expert Syst. Appl. 39(11), 10112–10119 (2012)
Choi, C.-H., Lee, J.-E., Park, G.-S., Na, J., Wan-Sup, C.: Voice of customer analysis for internet shopping malls. Int. J. Smart Home 7(5), 291–304 (2013)
Dror, G., Pelleg, D., Rokhlenko, O., Szpektor, I.: Churn prediction in new users of Yahoo! answers. In: Proceedings of the 21st International Conference Companion on World Wide Web (2012)
Huang, Y., Zhu, F., Yuan, M., Deng, K., Li, Y., Ni, B.: Telco Churn prediction with big data. In: ACM SIGMOD International Conference, pp. 607–618 (2015)
Coussement, K., Van den Poel, D.: Integrating the voice of customers through call center emails into a decision support system for churn prediction. Inf. Manag. 45(3), 164–174 (2008)
Fernandez-Delgado, M., Cernadas, E., Barro, S., Amorim, D.: Do we need hundreds of classifiers to solve real world classification problems. J. Mach. Learn. Res. 15, 3133–3181 (2014)
Breiman, L.: Random forests. Mach. Learn. 45, 5–32 (2001)
Li, H., Yang, D., Yang, L., Yao, L., Lin, X.: Supervised massive data analysis for telecommunication customer churn prediction. In: IEEE International Conferences on Big Data and Cloud Computing, pp. 163–169 (2016)
Subramaniam, L.V., Faruquie, T.A., Ikbal, S., Godbole, S., Mohania, M.K.: Business intelligence from voice of customer. In: Proceedings of IEEE International Conference on Data Engineering (2009)
Li, M.-L., Green, R.D.: A mediating influence on customer loyalty: the role of perceived value. J. Manag. Market. Res. 7, 1–12 (2011)
Collins, M.: Ranking algorithms for named-entity extraction: boosting and the voted perceptron. In: Proceedings of ACL-2002, pp. 489–496 (2002)
Adwan, O., Faris, H., Jaradat, K., Harfoushi, O., Ghatasheh, N.: Predicting customer churn in telecom industry using multilayer preceptron neural networks: modeling and analysis. Life Sci. J. 11(3), 75–81 (2014)
Kerin, R.A., Hartley, S.W., Rudelius, W.: Marketing, 9th edn. McGraw-Hill Irwin, Boston (2009)
Kusuma, P.D., Radosavljevik, D., Takes, F.W.: Combining customer attribute and social network mining for prepaid mobile churn prediction. In: Proceedings of BENELEARN (2013)
Kotler, P., Keller, K.L.: Marketing Management. Prentice Hall, Upper Saddle River, NJ (2006)
Saeed, R., Lodhi, R.N., Munir, J., Riaz, S., Dustgeer, F., Sami, A.: The impact of voice of customer on new product development. World Appl. Sci. J. 24(9), 1255–1260 (2013)
Reichheld, F.F., Sasser Jr., W.E.: Zero defections. Quality comes to services. Harv. Bus. Rev. 68(5), 105–111 (1990)
Xie, Y., Li, X., Ngai, E.W.T., Ying, W.: Customer churn prediction using improved balanced random forests. Expert Syst. Appl. 36, 5445–5449 (2009)
Wang, Y., Kazama, J., Tsuruoka, Y., Chen, W., Zhang, Y., Torisawa, K.: Improving Chinese word segmentation and POS tagging with semi-supervised methods using large auto-analyzed data. In: Proceedings of IJCNLP-2011, pp. 309–317 (2011)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer Nature Switzerland AG
About this paper
Cite this paper
Wang, Y., Satake, K., Onishi, T., Masuichi, H. (2018). Customer Churn Prediction Using Sentiment Analysis and Text Classification of VOC. In: Gelbukh, A. (eds) Computational Linguistics and Intelligent Text Processing. CICLing 2017. Lecture Notes in Computer Science(), vol 10762. Springer, Cham. https://doi.org/10.1007/978-3-319-77116-8_12
Download citation
DOI: https://doi.org/10.1007/978-3-319-77116-8_12
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-77115-1
Online ISBN: 978-3-319-77116-8
eBook Packages: Computer ScienceComputer Science (R0)