Visually Build & Analyze Customer Satisfaction Scores

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It’s difficult to say exactly how satisfied your customers are right now, right? There is a standalone industry of organizations whose primary purpose is measuring customer satisfaction. Even so, if a customer gives you a 7 on a 10-point scale on Friday, how much does that tell you about interactions between your company and the customer since Monday? And how little does that simple metric say about how you can improve your operations?

Enter the Guided Development Interface for our Customer Satisfaction Index (CSI) solution.

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The CSI Guided Development Interface dashboard provides instant insight into your satisfaction metrics.

The guided development interface (GDI) serves a couple purposes really well.

Building Rules

Your customers interact with your company and products across many channels. The GDI makes it easy to build scoring rules based on all those “events.” Your rules may be very simple. Think, if event X occurs, increase score by 5 points. Or your rules may transparently leverage complex path & pattern analytics across multiple channels or sentiment analysis of text-based social media data. They may adjust scores to different degrees depending how long someone has been a customer. Regardless of rule complexity, the GDI’s dropdown interface makes it extremely easy to create these rules.

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Use the GDI to build sequence rules without any coding.

Creating an Analysis

Now that your rules are built, it’s time to create an analysis. An analysis is basically a combination of rules. This process is typically very iterative early on. The GDI displays all the rules you’ve created, and you or an analyst on your team simply clicks to add or remove rules from an analysis.

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Point and click within the GDI to add or remove rules from an analysis.

Along with determining what rules to use, you can adjust your starting score, run date, and a few other variables to build the analysis that best makes sense for your business. For example, in some cases, companies want to see how scores have changed over the entire life of their customers, while in other cases it may make sense to look at how scores changed over a narrow time window.

Viewing Results

In the results page of the GDI, you’ll see how satisfaction is trending by customer segment, the current average score for each segment, and which rules are having the most positive and negative impact.

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View results within the GDI for instant feedback.

And this is where the eyes of any manager really light up. You can see specific customers who have the highest and lowest scores. And you can drill down to see the detailed paths for those customers. If you’re wondering why Ryan has such a low score, you can see every event or interaction Ryan has had with your company or products and the impact of those on Ryan’s satisfaction score.

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Explore granular event-level detail to understand why customers score high or low.

Get Started Now

By making it easier to build customer satisfaction analyses, we hope to help our partners deliver higher ROI on their data while opening advanced analytics to more users within their organizations. To that end, we plan to roll out additional GDIs for other types of advanced analytics very soon.

In the meantime, if you want to take advantage of our Customer Satisfaction Index GDI, please contact your account executive or feel free to send me a note at