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Founded in 1998 and acquired by eBay in 2002, PayPal is the faster, safer way to pay and get paid online, providing simpler ways to send and receive money around the world. With 143 million active accounts in 193 markets and 26 currencies around the world, PayPal enables global commerce, processing more than 8 million payments every day.

For Han-Sheong Lai, Director of Operational Excellence and Customer Advocacy at PayPal and Jiri Medlen, Senior Text Analytics Specialist at PayPal DT, driving customer satisfaction and reducing customer churn are never ending challenging tasks. Han and Jiri knew that figuring out what drives product experience improvement without adequate knowledge of customer perspective and feedback is like “shooting in the dark,” hoping that opinion-based actions translate into tangible business improvement. By applying basic voice-of-the-customer-concepts and text analytics to customer feedback in over 60 countries worldwide, Han, Jiri and their team were able to identify, classify and count customers as “top promoters” and “top detractors,” according to their feedback verbatim.