Actionable insights from your survey program, that’s the goal of any Voice of the Customer program. You want to know exactly what drives customers to either recommend you, be indifferent or never return to you again. The Key Driver Analysis will tell you exactly what harms or grows your customer experience, satisfaction or loyalty metrics and ultimately revenue.
The analysis is a calculation of the impact of open feedback categories on CX metrics like NPS (Net Promoter Score), CES (Customer Effort Score), or CSAT (Customer Satisfaction Score). It virtually means that now we don’t just analyze open feedback, we’ll show you in the form of a quadrant visualization exactly which feedback patterns impact your score positively or negatively.
That list of priorities, right? Well, our data-driven Key Driver Analysis will give you the peace of mind to focus on the things that have an impact. It will help you decide where you should concentrate your efforts and where to invest your resources in.
Share all these insights in one simple overview with your management and other departments. This is a great way to make everyone aware of how important CX initiatives are for your bottom line and to remain a market leader. On top, you can make the impact that each team has on the actual customer experience more tangible.
Improve each area without being overwhelmed by the volume of feedback you’re receiving. You will have a detailed overview of what harms and drives customer satisfaction at a certain touchpoint. To make sure you interpret the results correctly, you can see where every category path from your different touchpoints is situated in the quadrants. That way you can take strategic decisions with confidence.
Run the Key Driver Analysis periodically to track the evolution of your CX initiatives over time. This way you can easily see which efforts are most effective for both you and your customers.
Want to get started with the Key Driver Analysis yourself?
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