United's text analyzer looks for particular words and themes and can pick up on a customer reporting a seat where the in-flight entertainment didn't work, for example, said Martin Hand, senior vice president of customer service.

WSJ: What United, American, Delta, Southwest, JetBlue, Alaska, Virgin America Airlines Learn From Customer Surveys

Before the economic crisis, most assumed that during the next few years Suharto would gradually hand over power to his vice president.

CNN: COVER STORY - SPECIAL REPORT

And Reagan's personal approval rating was sufficiently intact that he was able to hand over the office to his vice president.

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