HFEPX · Eval paper review

Transforming the Voice of the Customer: Large Language Models for Identifying Customer Needs

Artem Timoshenko, Chengfeng Mao, John R. Hauser

Published

Feb 25, 2025

Citations

Trust level

Low

Usefulness score

0/100 (Low)

Extraction confidence

15% (Low)

Derived from extracted protocol signals and abstract evidence.

Rater population

Domain Experts

Signals refreshed

Apr 8, 2026

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Should you rely on this paper?

This paper is adjacent to HFEPX scope and is best used for background context, not as a primary protocol reference.

Use this as background context only. Do not make protocol decisions from this page alone.

Abstract-only analysis, low confidence

All signals on this page are inferred from the abstract only and may be inaccurate. Do not use this page as a primary protocol reference.

This paper looks adjacent to evaluation work, but not like a strong protocol reference.
The available metadata is too thin to trust this as a primary source.
The abstract does not clearly describe the evaluation setup.
The abstract does not clearly name benchmarks or metrics.

Best use

Background context only

Use if you need

Background context only.

What to verify

Read the full paper before copying any benchmark, metric, or protocol choices.

Main weakness

This paper looks adjacent to evaluation work, but not like a strong protocol reference.

Human feedback signal

Not explicit

Not explicit in abstract metadata

Evaluation signal

Weak or implicit

Validate from full paper

Usefulness for eval research

0/100

Adjacent candidate

Treat as adjacent context, not a core eval-method reference.

If you are doing eval pipeline work, start here

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Abstract

Identifying customer needs (CNs) is fundamental to product innovation and marketing strategy. Yet for over thirty years, Voice-of-the-Customer (VOC) applications have relied on professional analysts to manually interpret qualitative data and formulate "jobs to be done." This task is cognitively demanding, time-consuming, and difficult to scale. While current practice uses machine learning to screen content, the critical final step of precisely formulating CNs relies on expert human judgment. We conduct a series of studies with market research professionals to evaluate whether Large Language Models (LLMs) can automate CN abstraction. Across various product and service categories, we demonstrate that supervised fine-tuned (SFT) LLMs perform at least as well as professional analysts and substantially better than foundational LLMs. These results generalize to alternative foundational LLMs and require relatively "small" models. The abstracted CNs are well-formulated, sufficiently specific to guide innovation, and grounded in source content without hallucination. Our analysis suggests that SFT training enables LLMs to learn the underlying syntactic and semantic conventions of professional CN formulation rather than relying on memorized CNs. Automation of tedious tasks transforms the VOC approach by enabling the discovery of high-leverage insights at scale and by refocusing analysts on higher-value-added tasks.

What we could verify

These are the protocol signals we could actually recover from the available paper metadata. Use them to decide whether this paper is worth deeper reading.