Understanding Key Drivers of Customer Experience: A MaritzCX Perspective

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WHAT DETERMINES THE OVERALL SATISFACTION OF YOUR CUSTOMERS?

What determines the overall satisfaction of your customers? Is it satisfaction with areas such as sales or service, retail facilities, products offered, pricing, or something else?

Understanding which attributes contribute, and how much they contribute, to overall satisfaction (or any other overall measure) is commonly called Key Driver analysis. It can also be called Derived Importance or Relative Importance.

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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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