Automated Technology for Researching the Bank Customer Satisfaction Index based on the Use of Internet-based Data-Mining Techniques

ABSTRACT Keywords: Watson Content Analytics, WCA, CSI, text classification Customer satisfaction is one of the key indicators of the company's quality of work and its effectiveness. In a large-scale geographically distributed bank interaction with physical customers brings the prevailing money flow. Therefore, the organization is interested in increasing customer satisfaction. Currently, as a source of data of customer satisfaction with services and products, the bank can only access a dialogue with a client through questionnaires. In this paper, a technology is developed to automatically analyze the results of calculations of customer satisfaction index based on use of open data of Internet resources. The advantages of this research method are to improve the accuracy of assessing customer satisfaction by attracting a large amount of data. Thus, the work achieved the following goals: 1) calculation of the satisfaction indicator and low rate reason 2) validation and addition of current periodic reports on the subject of customer satisfaction.