Analyzing Customer Experience from Their Complaints Using Data Mining Technique

The main objective of this research is to identify the customers’ negative experiences extracted from the customers’ complaints of diagnostic centres using data mining tools. The paper uses customers’ complaints data raised against reputed clinics on the complaints’ website. The research uses the Apriori algorithm to find frequent patterns in the complaints to identify the areas of concern. Moreover, the frequency of terms used in the complaints has also been analyzed and word clouds have been mapped for the complaints. It was found that major areas of having unfavorable customer experience were related to delay in test reports, wrong test reports followed by problems in getting health check-ups, rude behavior of the staff, poor service, and medical negligence. The study's findings and proposed model will serve as a guide to diagnostic centre to incorporate data mining tools in customer experience analysis, which can help the managers look cautiously into processes to evaluate evidence and yield required results by seeing customers’ complaints, not as a legal rather a service issue