Improving Customer Satisfaction
Created:
A short tutorial examining customer satisfaction using exploratory data analysis.
Situation: A regional site is experiencing a decrease in the number of customers seen on a weekly basis. Among the staff, there is some concern that this decrease in volume is due to dissatisfaction.
Task: A team is assembled from among the staff members to investigate potential causes of the decreased volume. You are the internal consultant, brought in to assist the team with the analysis.
Action: You use exploratory data analysis and process improvement principles to investigate Complaints.xlsx data and examine variables related to feedback.jmp to determine the greatest effect on the percent recommend score.
Results: You use Charts to identify the most frequently occurring complaints and monitor them over time. Tabular summaries provide basic descriptive statistics for comparison.
Histograms and dynamic links to explore relationships between variables. Along with correlations and scatterplots to explore and quantify the relationships between variables.
Next Steps: You implement corrective actions for the top three complaints and preventative actions to address the long wait times and lack of information.
Your regional site goes on to become a leading contributor and many of the improvement strategies are adopted globally within the business.
https://www.jmp.com/en_au/academic/case-study-library.html#patient
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