Customer satisfaction-/loyalty measurement: driver analyses

If the factors that influence customer satisfaction are identified by means of simple, direct queries, only those drivers will be covered, that the subject is aware of. For this reason, customer satisfaction- and loyalty drivers are usually identified indirectly by means of so-called driver analyses.

Marketing Science offers you a variety of methods for the indirect measurement of customer satisfaction drivers.

The benefits at a glance:

• Indirect identification of the influence (i.e. the importance) of partial performances on the overall performance (rejection or enthusiasm) of the product/service
• Sampling of real experience values for products/services
• Use of Shapley values in order to eliminate multi-collinearity

We will be pleased to provide you with further information on request.

For more information please contact:
Sören Scholz
+49 521 2997 387
E-Mail: