C5i Case Studies Impact of trust and experience on customer satisfaction and ongoing progress measurement

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	Impact of trust and experience on customer satisfaction and ongoing progress measurement C5i

Impact of trust and experience on customer satisfaction and ongoing progress measurement

C5i

Technology Category	Analytics & Modeling - Big Data Analytics Analytics & Modeling - Data-as-a-Service
Applicable Industries	Utilities
Applicable Functions	Business Operation Sales & Marketing
Services	Data Science Services
Challenge	The client, a large US public utility, was faced with the challenge of developing a sequential, bottom-up impact model to establish the relative impact of nearly 50 separate customer touchpoints associated with specific functional dimensions related to overall Trust and Service Experience, on overall Customer Satisfaction. The client also needed to identify improvement areas for each quarter and establish an algorithm to develop customer satisfaction goals for performance measurement. Read More
About Customer	The customer in this case study is a large public utility company based in the United States. The company operates in the utilities industry and serves a large number of customers across the country. The company was facing challenges in measuring customer satisfaction and identifying areas of improvement. They needed a solution that could help them understand the impact of various customer touchpoints on overall customer satisfaction and trust. The company also wanted to set and measure performance goals for overall satisfaction and individual dimensions. Read More
Solution	Blueocean Market Intelligence provided a solution by evaluating a number of existing approaches, identifying components relevant to the client’s business needs, and developing an initial model framework. Survey instruments were developed based on this model framework and a large-scale baseline study was conducted. The results from the baseline study were analyzed to help refine the model framework. A hierarchical regression-based modeling approach was used to determine the relative impact of each component dimension on overall satisfaction. Monthly and quarterly key metrics reports were produced on an ongoing basis, with an annual modeling exercise. The reports provided detailed performance trends, differences by geographic units, as well as, contextual flavor through open-ended responses and social media analysis. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Analytics & Modeling - Data-as-a-Service

Applicable Industries

Utilities

Applicable Functions

Business Operation

Sales & Marketing

Services

Data Science Services

Challenge

The client, a large US public utility, was faced with the challenge of developing a sequential, bottom-up impact model to establish the relative impact of nearly 50 separate customer touchpoints associated with specific functional dimensions related to overall Trust and Service Experience, on overall Customer Satisfaction. The client also needed to identify improvement areas for each quarter and establish an algorithm to develop customer satisfaction goals for performance measurement.

About Customer

The customer in this case study is a large public utility company based in the United States. The company operates in the utilities industry and serves a large number of customers across the country. The company was facing challenges in measuring customer satisfaction and identifying areas of improvement. They needed a solution that could help them understand the impact of various customer touchpoints on overall customer satisfaction and trust. The company also wanted to set and measure performance goals for overall satisfaction and individual dimensions.

Solution

Blueocean Market Intelligence provided a solution by evaluating a number of existing approaches, identifying components relevant to the client’s business needs, and developing an initial model framework. Survey instruments were developed based on this model framework and a large-scale baseline study was conducted. The results from the baseline study were analyzed to help refine the model framework. A hierarchical regression-based modeling approach was used to determine the relative impact of each component dimension on overall satisfaction. Monthly and quarterly key metrics reports were produced on an ongoing basis, with an annual modeling exercise. The reports provided detailed performance trends, differences by geographic units, as well as, contextual flavor through open-ended responses and social media analysis.

Impact #1	The client was able to set and measure corporate and departmental performance goals for overall satisfaction and individual dimensions using the Customer Satisfaction Score (CSS) impact model.
Impact #2	The client was empowered to prioritize marketing and service investments to specific functional improvement initiatives using the Voice of the Customer (VOC) as the guiding principal.
Impact #3	Key drivers were identified/updated every year, providing important feedback on key areas.

Impact #1

The client was able to set and measure corporate and departmental performance goals for overall satisfaction and individual dimensions using the Customer Satisfaction Score (CSS) impact model.

Impact #2

The client was empowered to prioritize marketing and service investments to specific functional improvement initiatives using the Voice of the Customer (VOC) as the guiding principal.

Impact #3

Key drivers were identified/updated every year, providing important feedback on key areas.

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Overview

Impact of trust and experience on customer satisfaction and ongoing progress measurement

Operational Impact