The Use of JMP® Control Charts for Corporate Customer Satisfaction Monitoring
Sarah Travaglio
Sarah harnessed the power of JMP in her new role as the Net Promoter® Score Manager for Asurion Corporation. Sarah and her colleagues applied the study of control charts to their daily operations when measuring customer satisfaction at the transactional level—upon completion of each insurance claim filed with Asurion.
Before Sarah’s arrival, NPS variation was not well understood and there was no common alerting or alarming procedure in place for movement of the daily scores. Through time and practice with the JMP software, an entire SOP is now in place, and daily alerts go out for each individual client based on movement (and sample size) for the previous day.
The project has been well received, and now the team is working on additional usages for JMP generated control charts in other lines of the business. Sarah is also applying the tools in JMP for her Black Belt project—consisting of reducing variation in week over week NPS for a major client. Sarah used JMP to disaggregate data by various transactional factors (call center location, language, agent tenure, client etc.) to determine the key drivers in the corporate Net Promoter® Score.