Key Driver Analysis &
Other Advanced Statistical Applications

Our management reports go beyond just reporting back the findings; they include well thought out conclusions and recommendations based on the results, but also on our experience working with other clients. It is our experience that these reports, and the presentation of them, then lead seamlessly into the next process of action planning.

Clients that we work with require actionable, insightful data on which they can act and that will enable their company to focus on:

1. The areas which are most important to customers
   
2. Levels of success in meeting customer needs
   
3. The priority areas on which to target improvements in customer satisfaction levels.

Through the use of correlation and cluster analysis we can drill-down into the data and highlight the key drivers that influence customer satisfaction and loyalty.

Use of correlation analysis can enable your company to:

• Pinpoint areas where there is perceived to be a shortfall in performance by customers.
  
• Correlate this performance with how important these areas are to overall customer satisfaction.

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This type of analysis can enable you to quickly focus actions in the areas that are most important to customers, and ultimately the most likely to improve your company’s image and competitive position.

Cluster analysis can also be considered, based on a chi-square measurement that assesses key influencers on the opinions of groups of respondents. This might enable the company to:

• Understand the key influencing factors driving why groups of respondents have responded in the way they have: for example, why they would or would not recommend your company.
  
• Address those areas that have the most influence on negative responses.

The following screenshot illustrates graphically how this analysis might look (this example focuses on the main influencers on customers’ overall satisfaction with a company):

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This fictional example highlights that it is the areas of ‘Has an excellent overall reputation’, ‘Is flexible in meeting client needs’, and ‘Employs high calibre people’ that have the greatest influence on overall satisfaction with services provided.

By correlating key areas of influence on the perception of key clients with negative opinions on important issues such as overall satisfaction, your company would be able to target these key areas in the knowledge that improving them is likely to have the most positive influence.