No way to do without for a good CRM program  
 

 

Before searching to measure the satisfaction of the final customer of a good or a service, we have to determine which are the main criteria of the estimate of that good or service by the client him-self.

The hierarchisation of the sub conscious expectations have been create for that.

This technique of correlation analysis wants to determine the real criteria which made that a service or a good is estimated and chosen without asking directly the consumer.

- The consumer will be interview on few services and will grade (from 0 to 10) each of them.
- Moreover, the same consumer will have to give a global graduation on the product or the concerned service.

The correlation analysis allows the determination of well graduated items which have justified a good global estimate, and the bad graduated items which have justified a bad global estimate.
Thanks to that, we can extract the criteria which will be the more important in the estimate of a good or a service.


 
 
 
 
Coefficient of contribution to the final grade
Significant's item compare to the final gade
 
N° 1
   Organization
0,29459
+++++

Items that have a strong contribution to the final mark

N° 2
   Establishment
0,26855
+++++
N° 3
   Catering
0,15373
+++++
N°4
   Room
0,09866
++++

Items that contributate moderatly to the final mark

N° 5
   Excursion
0,07484
++++
N° 6
   Crew
0,06161
+++

Items that have a low contribution to the final mark

N° 7
   Trip
0,000536
 

Non significative items

 
 

 

Once the hierarchisation of the sub conscious expectations done, and, for a given brand, the graduation of each criteria done by the consumer, it is possible to collect a mapping of
STRENGHS AND WEAKNESSES OF A GOOD OR A SERVICE

 

 
   
 

 

Mesure of evolution at any time of the consumer satisfaction on precis items compared to an actualised average

Polar representation :


Comparison between the total of the previous waves and the present waves.
This comparison is done taking in account the marks ( over 10) given to the various items.
If an establishment progresses significatively (at a confidence level of 95%) over one item, this item will appear as underlined in black.
If an establishment regresses significatively ( at a confidence level of 95 % ) over this item, this item will appear as italicized and in red.