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

客户的投诉，不是主动向公司提出的，平均会从更近的个人环境中传达给其他十个人（非直接投诉）。基于互联网的通信平台迅速增加了这种影响。特别是在线论坛被不满意的客户用来促进他们的投诉和引发讨论。所提出的研究计划的主要目标是开发一种传感器，以提取和分析来自在线论坛的非直接投诉。该传感器将被设计用于检测不是直接针对公司而是在在线论坛上发布的投诉，并评估其原因。间接投诉的提取使公司有可能了解客户对市场上产品的负面看法。通过下面的分析，公司有可能找出顾客不满意的原因。现在可以根据间接表达的需求来制定未来对产品和服务的调整。

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.