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Predicting Client Satisfaction through (E-Mail) Network Analysis: The Communication Score Card

Authors
  • Brunberg, Dirk
  • Gloor, Peter A.
  • Giacomelli, Gianni
Type
Preprint
Publication Date
Aug 05, 2013
Submission Date
Aug 05, 2013
Identifiers
arXiv ID: 1308.1164
Source
arXiv
License
Yellow
External links

Abstract

This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service provider we studied the impact of network properties on the satisfaction of client organizations. In particular, we found that social network metrics correlate with client satisfaction as measured by Net Promoter Score (NPS). A Communication Score Card is suggested as a dashboard to continuously measure client satisfaction, illustrating that data-driven analysis might help improving service providers' service quality management.

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