The challenge
Customer satisfaction surveys produced a lot of answers, but the results were hard to read across periods and customer groups. Management needed to see quickly where satisfaction was moving, why customers were unhappy, and how customer care and the website were perceived.
The solution
Survey data is processed in SAS and modelled in Power BI. The report is organised as a guided path, from engagement to loyalty to service detail:
Survey dataRaw questionnaire responses
SAS processingCleaning, scoring and segmentation
Power BI modelMeasures, trends and period comparisons
Report17 pages with navigation and drill-down
What the solution includes
Response rateSurvey engagement and distribution effectiveness
Recommendation & NPSLikelihood to recommend, NPS, NPL and QR index
SatisfactionOverall satisfaction trends over time
DistinctivenessHow unique the offer feels to customers
RepurchasePropensity to buy again
Customer clustersResults by customer segment
Dissatisfied customersReasons and trends behind complaints
Customer careTimeliness, courtesy and competence
Website & feedbackSite experience and a word cloud of comments
Results
- One report instead of scattered survey extracts
- Trends and period comparisons on every key indicator
- Dissatisfaction traced to specific reasons and customer groups
- Methodology made transparent with a legend and the full questionnaire
Stack
Power BI
SAS
DAX
NPS
Segmentation
Client names and confidential figures have been omitted. The images on this page contain no client data.