Abstract:

A common reason for conducting surveys is to help organizations determine what to prioritize, by determining which aspects have the biggest impact on customer satisfaction, loyalty, or advocacy.

Join Jeffrey Henning of the MRII and Keith Chrzan of Sawtooth Software for this how-to session, which will start with a simple example of how to do a basic driver analysis and will then introduce advanced analytics that can make it more powerful.

Topics to be covered include:

- How to develop a questionnaire to use for a Key Driver Analysis;

- How to use correlation and perceptual maps for a basic Key Driver Analysis;

- What additional, more complex analytical techniques to consider, along with free resources to apply them.