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These techniques include topics like keyDriverAnalysis. Keydriveranalysis is one of the most powerful analysis techniques available to business today. In this video, Confirmit's Sarah Simon will discuss techniques to get the best possible story out of your Voice of the Customer Program data.
Leading indicators are identified by conducting (1) keydriveranalysis (also known as correlation analysis) with your index (e.g. Relevance means each functional area readily recognizes VoC as useful to their specific role. Vital means each role appreciates VoC as an instrumental guide to their job performance.
Key-driveranalysis becomes critical here. Analyze the feedback by segment (“1-to-Many”): Understand where the optimal improvement opportunities lie by using the right tools to identify those patterns across accounts that require attention from Product, Service, Support, Marketing, etc. R eveal the results.
Does the vendor understand the statistics of key-driveranalysis and how to apply it to your data set? And/Or, does the platform provide for statistical analysis to help you determine the optimal priorities? Do you need a masters in data analytics to get to insight, or does the platform surface patterns for you?
By highlighting who has participated (accounts and persona) and the key themes, ideally linked to financials to strengthen your case, you’ll gain alignment with those cross-functional parts of the business that need continuous improvement. When positioned this way we routinely see participation (response) rates at 60%+.
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