Do you know which parts of your customer journey have the most significant impact on overall satisfaction, loyalty, or performance metrics, like Customer Effort Score (CES) or Net Promoter Score (NPS)?

𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗜𝗺𝗽𝗮𝗰𝘁 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀 (𝗘𝗜𝗔) 𝗶𝗱𝗲𝗻𝘁𝗶𝗳𝗶𝗲𝘀 𝗮𝗻𝗱 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝘁𝗵𝗲 𝗸𝗲𝘆 𝗮𝗿𝗲𝗮𝘀 𝘄𝗵𝗲𝗿𝗲 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁𝘀 𝘄𝗶𝗹𝗹 𝗺𝗮𝗸𝗲 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲.

EIA is a more practical approach to driver analysis than traditional approaches, like regression analysis. It identifies the most important areas for improvement and shows the impact of fixing (or neglecting) those areas.

EIA visualizes this in a simple, tree-like diagram so it’s easy to see where to focus efforts and what results to expect.

𝗪𝗵𝘆 𝗶𝘀 𝗘𝗜𝗔 𝗕𝗲𝘁𝘁𝗲𝗿?

Unlike older methods, EIA:

1. Makes it easy to understand what to do: With a quick glance at the EIA diagram, you can see which areas need the most attention.
2. Shows the numerical impact of changes: It provides quantitative data for how much improvement you can expect if you address key areas—or the risks if you don’t.
3. Focuses on results: Instead of just identifying important factors, EIA shows the best combination of factors to achieve the highest possible performance.

𝗛𝗼𝘄 𝗜𝘁 𝗪𝗼𝗿𝗸𝘀 (𝗪𝗶𝘁𝗵𝗼𝘂𝘁 𝗧𝗼𝗼 𝗠𝘂𝗰𝗵 𝗠𝗮𝘁𝗵)

EIA works by looking at data step-by-step to identify:

1. The most impactful factor (e.g., customer service availability).
2. How other factors interact with it.
3. The best combination of factors to maximize performance.

It creates a decision tree where each branch shows the impact of improving or ignoring a specific area.

𝗥𝗲𝗮𝗹-𝗪𝗼𝗿𝗹𝗱 𝗕𝗲𝗻𝗲𝗳𝗶𝘁𝘀

EIA’s simple and visual approach helps CX teams and business leaders:

✅ Prioritize improvements: Focus on areas that will make the most significant difference.
✅ Align the team: Everyone can see where to invest resources for the best outcomes.
✅ Take action quickly: Because it’s easy to interpret, decisions can be made faster.

𝗔 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗮𝗹 𝗘𝘅𝗮𝗺𝗽𝗹𝗲

Imagine a company wants to improve its Overall Satisfaction (OSAT), currently at 𝟲𝟲%. EIA shows:

If all customers agree that “Customer service is available when needed,” 𝗢𝗦𝗔𝗧 𝗰𝗼𝘂𝗹𝗱 𝗿𝗶𝘀𝗲 𝘁𝗼 𝟴𝟳%. If customers feel the opposite, 𝗢𝗦𝗔𝗧 𝗰𝗼𝘂𝗹𝗱 𝗱𝗿𝗼𝗽 𝘁𝗼 𝟯𝟴%.

EIA also highlights other key areas, showing how improving them together 𝗰𝗼𝘂𝗹𝗱 𝗽𝘂𝘀𝗵 𝗢𝗦𝗔𝗧 𝗮𝘀 𝗵𝗶𝗴𝗵 𝗮𝘀 𝟵𝟳%.

This clarity helps the you focus on what matters most instead of guessing or spreading resources too thin.

𝗘IA 𝘀𝗶𝗺𝗽𝗹𝗶𝗳𝗶𝗲𝘀 𝗰𝗼𝗺𝗽𝗹𝗲𝘅 𝗱𝗮𝘁𝗮 𝗶𝗻𝘁𝗼 𝗮𝗻 𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗿𝗼𝗮𝗱𝗺𝗮𝗽 that anyone can understand. It’s a practical, results-driven tool that shows exactly where to focus efforts to improve customer satisfaction, loyalty, and performance.

𝗗𝗼 𝘆𝗼𝘂 𝗸𝗻𝗼𝘄 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁 𝘁𝗼𝘂𝗰𝗵𝗽𝗼𝗶𝗻𝘁 𝗱𝗿𝗶𝘃𝗲𝗿𝘀 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗞𝗣𝗜𝘀? 𝗜𝗳 𝘆𝗼𝘂’𝗿𝗲 𝘂𝗻𝘀𝘂𝗿𝗲, 𝘄𝗲 𝗰𝗮𝗻 𝗵𝗲𝗹𝗽—𝗟𝗲𝘁𝘀 𝘁𝗮𝗹𝗸! 🗣️