Date of this Version
Yost, Jared, et al., TD Ameritrade Client Experience. Undergraduate Honors Thesis. University of Nebraska-Lincoln. 2020.
We aim to help TD Ameritrade utilize text-based client survey responses to identify ways to better TD Ameritrade’s customer experience, increasing customer satisfaction and retention. In order to do this, we created a machine learning algorithm to classify each survey as positive, negative, or neutral. After each survey is classified, we are able to manipulate the data in various ways to provide insight into current customer sentiment and display areas which are doing well along with those that need improvement.