Client Success

Predictive

Background

A IT services firm wanted to identify the key drivers for their customer loyalty

Solution

• Clean-up and review of existing customer satisfaction/loaylty survey
• Ordinal Logistic Regression to build stochastic model

Results

The product manager reprioritized some of the features & functionality to improve the product positioning

Customer Predictive Analytics

For a IT services company, we used predictive modeling to identify the key drivers for customer loyalty. This facilitated the decision making for marketing, sales, delivery and pricing. The predictive analytics used Ordinal Logistic Regression to create the model. We also identified how the current customer satisfaction survey isn’t comprehensive and proposed a revision.