Best Practices for VoC Analysis


Confirmit Team

Confirmit Team

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Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


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Analytics are the systematic computational analysis of data. While the big words make that sound very scary, it is actually quite simply analyzing data for a specific purpose. And that purpose is to unlock the data’s story.

In this video, Confirmit's Sarah Simon will discuss techniques to get the best possible story out of your Voice of the Customer Program data. These techniques include topics like key Driver Analysis. Key driver analysis is one of the most powerful analysis techniques available to business today. Calculated using either correlation or regression analysis, key drivers help you identify the factors that influence or ‘drive’ business outcomes. The ability to identify key drivers can have a very positive impact on your business. It will help you focus on things that really matter to your customers, saving time and costs associated with pursuing “improvements” that may not really impact your business. Resources like technology, people, and money are limited. Key drivers inform managers where to target and how to prioritize resources for maximum result. Watch the video above to learn more about key drivers and see some tangible examples of key drivers in action.

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