Use Case: Understanding Key Drivers of Customer Satisfaction

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Objective:

To determine which customer experience dimensions have the greatest impact on overall customer satisfaction scores.

Methodology:

Approach: Multiple Linear Regression

Dependent Variable:

    • Customer Satisfaction Score (1–5 scale)

Independent Variables:

    • Product Quality

    • Customer Service

    • Ease of Use

    • Price Sensitivity

Each independent variable was measured on a 1–5 Likert scale, where 1 indicates very dissatisfied/poor and 5 indicates very satisfied/excellent.

Key Findings:

Driver Std. Coefficient P-value Interpretation
Product Quality 0.725 0.000 Strongest predictor — customers are significantly more satisfied with high-quality products.
Customer Service 0.612 0.000 Strong and significant — responsive and helpful customer service contributes greatly to satisfaction.
Ease of Use 0.457 0.000 Moderate impact — ease of using the product improves overall satisfaction.
Price Sensitivity 0.320 0.005 Significant, but lower impact — customers are sensitive to price changes, but it’s less important than other factors.

 

Insightful Takeaway:

Product quality emerged as the top driver of customer satisfaction, followed closely by customer service. This suggests that customers prioritize the quality of the product and the responsiveness of customer service when forming their satisfaction levels. Ease of use and price sensitivity also play important roles, though their impact is comparatively lower. Businesses should focus on enhancing product quality and customer support to drive higher customer satisfaction, while balancing price competitiveness.