CX Driver Analysis
Turning Statistics Into a Visual CX Road Map
by Ed Murphy, Mike DeVita, and Rick Heller
“Key driver analysis research is not new. The goal is to identify the different customer touchpoint experiences, which are drivers of an organization's overall performance measure (e.g., NPS, Overall Satisfaction, Effort/Ease, etc.). Essentially, a driver analysis computes importance scores, which then prioritize the touchpoint experiences that have the greatest impact on performance measures.”