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What Really Matters to a Credit Card Customer?

Execs In The Know

Summary COPC’s Credit Card Key Driver Analysis findings highlight that agent knowledge and issue resolution are the strongest drivers of customer satisfaction. The NPS of respondents who believed they spoke to someone in the U.S. about their issue was +44. the NPS was +20.

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Best Practices for VoC Analysis

Confirmit

These techniques include topics like key Driver Analysis. Key driver analysis is one of the most powerful analysis techniques available to business today. In this video, Confirmit's Sarah Simon will discuss techniques to get the best possible story out of your Voice of the Customer Program data.

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5 Best Experience Management Metrics

ClearAction

The correlation analysis (aka key driver analysis) identifies which defects and expectations are problematic: why the 1:1 ratio failed. Then: Why are we allowing that? And again: Why are we allowing that? When they get to the 5th why, this is typically the true root cause.

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Gratitude Grows Gains from Customer Experience Strategies

ClearAction

Motivate prevention of issue recurrence and occurrence : Start out by conducting key driver analysis (correlation), followed by Pareto analysis, and then 5-why’s analysis. Your non-customer-facing groups and partners learn how to prevent issue occurrence.

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Growth Through Customer Experience Momentum

ClearAction

Accurate correlation analysis (aka key driver analysis), Pareto analysis, and root cause analysis will zero-in where teams should focus.

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Personal relationships are everything when it comes to employee engagement

Qualtrics

Through key driver analysis, we can see the top drivers of: Job satisfaction. As well as understanding how each country compares on employee engagement , it allows us to see exactly what’s most important to workers in each country and sector. Desire to go to work.

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CEO’s Guide to Growth Through Ease of Business & Ease of Work

ClearAction

Accurate customer loyalty correlation analysis (aka key driver analysis), Pareto analysis of related customer comments, and root cause analysis (aka 5 why’s) will zero-in where teams should focus.