2: Source

There are two places where the voice of the customer can be heard. Some text that represents the voice of the customer is public domain data such as from the Internet. When people put their comments out in public to be heard, anyone can read their comments and anyone can do whatever they wish with those comments. By placing comments in public, the author of the comments loses all rights to privacy. Certainly reading and analyzing those comments is fair use of the text.

The other place where the voice of the customer is heard is in internal documents. There are many forms of internal documents such as email, letters, memos, and surveys. Internal documents have the full protection and privacy of the corporation.

There are many places where the voice of the customer can be heard. Some of these places require their own technology in order to turn the text into a form that can be analyzed. When a technology is required to access the comments, those access technologies themselves...