Execs In The Know

JANUARY 26, 2024

The highest-performing attribute is agent friendliness, though it has the weakest relationship with overall satisfaction. First Contact Resolution Impact First contact resolution (FCR) drives the highest satisfaction levels (91%). For customers who say they have not had their issue resolved, satisfaction is 41%.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

Qualtrics

APRIL 5, 2021

Statistical analysis — from simple correlations to multivariate regression, there are many different methods you can apply to draw insights from quantitative data. Key driver analysis — identifies the most important factors behind an outcome (e.g. customer satisfaction, employee engagement, intent to buy etc.)

Text Analytics 26

Text Analytics Key Driver Analysis Social Media Predictive Analytics 26

Qualtrics

SEPTEMBER 24, 2019

The best platforms today have analytical tools built in that perform complex statistical analysis at the click of a button. Key driver analysis. Predictive analysis. These statistical analysis tools are the difference between having ‘data’ and having ‘insights.’. Qualitative data analysis.

Artificial Intelligence 20

Artificial Intelligence Key Driver Analysis Start-ups Text Analytics 20