Monthly Consumers’ Complaints reported to Consumer Financial Protection Bureau: Utilization of Automatic Keywords Extraction Techniques

Document Type

Conference Proceeding

Publication Date



According to Consumer Financial Protection Bureau (CFPB), over 500,000 complaints were received from 2015 – 2017. Thirty-five percent of the complaints included narratives that provided valuable qualitative data to aid in analyzing the complaints. With advanced technology from the field of artificial intelligence computations, it can be possible to examine the large qualitative database to better understand complaint themes. A mixed methodology (i.e., text analysis) can be used to analyze the complaint database. As a result, the objective of this study is to determine the most used monthly keywords by utilizing text analytic techniques to bring significant data for researchers, Cooperative Extension educators, and policy makers to understand the seasonal financial issues consumers face.

Publication Title

Consumer Interests Annual