Parsing through emails for customer experience project. Looking for ideas/input/advice

Hey all! We’re starting to lay the framework for gathering info on customer experience. Where going to have emails automatically filtered through to make this a lot easier but for now I have 42,000+ emails from the last year from our IT support department which I’m also a part of. For those of you who have more knowledge in customer experience, I’m wondering if you were doing a project like this how would you approach it/ what would you look for? right now I’m doing the basics looking for keywords both positive and negative (“amazing, refund, can I get a refund? etc) looking for patterns and trends, where we lack where we shine. but I feel like there’s so much more or another way I could be looking at it to get valuable data. ​ This is a project where they are thinking of having me lead this project which I’m super excited about and want to make sure I’m doing the best I can and making sure the time I put into this is valuable for the company. ​ So any advice, resources anything really would be greatly appreciated
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