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Westminster student wins first prize at Retail Research Master's Dissertations competition

Computer Science and Software Engineering 14 October 2015

Clemens Zauchner, student on our Business Intelligence and Analytics MSc, won the prize for a project with EasyJet called Identifying the Main Drivers of Customer Satisfaction and Dissatisfaction by Mining Customer Verbatim Feedback.

During the project, Clemens was supervised by Professor Thierry Chaussalet and received input from Research Fellow Philip Worrall. The Masters Research Dissertation Programme is run by the Consumer Data Research Centre, an Economic and Social Research Council (ESRC) investment.

Bruce Jackson from the ESRC said: "This was a well-positioned piece of work, which should prove to be highly useful for the company through mining the textual responses to customer surveys using topic models and sentiment analysis. Academically the dissertation was excellent and the results were carefully presented and interpreted. With some refinement, the approaches outlined could provide an extremely useful tool for companies, providing them a way to make use of sometimes lengthy written responses to surveys."

The prize was awarded at the Demographics User Group annual conference held at the Royal Society on 7 October 2015.

There were two runners-up from UCL and one from Leeds University.

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