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Customer satisfaction driver analysis Customer Satisfaction Driver Analysis: Identify and prioritize what drives your customers' satisfaction, measure your ability to meet customer expectations and identify an action plan to fix problems that are driving customers away. Also identifies areas of over-investment that don't contribute to customer satisfaction where you can reduce or eliminate spending. Customer Segmentation and Customer Profiling: Meaningful customer segmentation based on customer behavior that identifies your most valuable customer segments and the factors that drive them to do business with you. Process Mapping: Unraveling how current business processes actually work in meeting customer needs and how they can be re-aligned to meet those needs better and more cost-effectively. Defection Risk Analysis: Identifying and measuring the size of the customer segments at greatest risk of moving their business to a competitor and measuring the hurdles or amount of difficulty customers perceive they will have to endure to change suppliers Loyalty Index: Identifying and measuring the size of the customer segments most likely to recommend your business to a colleague or friend. A good measure of the health of your business and its future prospects. Benchmarking and Progress Measurement: Establish benchmarks for current customer service/satisfaction programs and measure significant performance changes over time. Share of Wallet: Assess your share of your customer's business. Amplification: Measure the relative brand strengths and weaknesses in a competitive situation Customer Profiling: Profile your customers based on a wide variety of criteria including regional and national factors etc. |
