Providing prescriptive guidance on how to increase customer satisfaction scores

Method: Developed custom logistic-regression based driver analysis (primary drivers and sub-drivers) designed to show how key attributes related to overall customer satisfaction scores for each geography.

Messaging ROI: Driver analysis highlighted the key areas of interest and attributes of relative importance to the client’s customers, which was then subsequently utilized in developing targeted messaging frameworks.

Competitor Benchmarking Tool: Created an internal field sales tools that allowed agents to view customer attributes and satisfaction scores against key competitors.

Training Programs: Established training documentation, curriculum, and program to ensure maximum utilization and efficacy of research.