Development of a sensor for the extraction and analysis of undirected complaints in online-fora

• Applicant: Professor Dr.-Ing. Robert Heinrich Schmitt
• Subject Area: Production Systems, Operations Management, Quality Management and Factory Planning
• Term: from 2015 to 2018
• Project identifier: Deutsche Forschungsgemeinschaft (DFG) - Project number 280368616

Complaints by customers, which are not proactively directed towards the company, are in average communicated to ten other people from the closer, personal environment (undirected complaints). Internet-based communication platforms increase this effect rapidly. Especially online fora are used by unsatisfied customers to promote their complaints and induce discussions. The main objective of the presented research program is the development of a sensor to extract and analyse undirected complaints from online fora. This sensor will be designed to detect complaints which are not directly addressed to a company but published in an online forum and evaluate their cause. The extraction of undirected complaints offers companies the possibility to become aware of the customers negative perception of products available on the market. Sataring from the following analysis it is possible for the company to identify the reasons for customers discontentment. Future adjustments to products and services can now be developed based on indirectly expressed demands.

• DFG Programme: Research Grants