Your ongoing customer experience measurement programs provide a wealth of data—so much that without rigorous data analysis, important insights are often missed. Utilizing proven statistical methodologies, Analytics & Insights makes your data more actionable helping you drive improvement and maximize your ROI.

ROI: Return on Information

Analytics & Insights combines descriptive statistics, hypothesis testing, factor analysis, correlation and regression analysis to bring your customer-experience program results to life. Information from multiple data streams, such as Mystery Shopping, IVR and web-based customer surveys, is analyzed to show where you are performing well, where specific improvements are needed and the modeled impact of those improvements. We uncover the hidden insights in your data and engage you in strategic discussions to help you take effective and meaningful action.

Discover

• Business “levers” where investment will generate the highest returns
• Top and bottom performers in a given category, and exactly how bottom performers must change in order to achieve better financial results
• Revenue opportunities in on-site sales efforts
• Gaps in compliance with brand standards across all locations
• The key on-site drivers of customer satisfaction and how well a given location, region, or brand delivers on them
• At-risk customers: how many, who they are and why they are at risk
• A model estimating financial impacts of measured changes to on-site operational performance areas
• Best practices across your industry

So You Can

• Focus resources on the business “levers” that will generate the highest returns
• Address significant performance gaps that are affecting sales
• Capitalize on revenue opportunities
• Adjust program questionnaires to measure what really matters to customers and weight results accordingly
• Track the impact of new training programs and initiatives on satisfaction