COMMUNICATION AND TRANSPARENCY
Communicate CSI findings, insights, and action plans transparently across the organization to foster accountability, alignment, and engagement. Keep stakeholders informed about progress, challenges, and successes in improving customer satisfaction levels, emphasizing the importance of their contributions and involvement in the process.
KEY COMPONENTS OF MASONRY FOR CSI ESTIMATION
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Data Collection Framework: Establish a comprehensive framework for collecting customer feedback through various channels such as surveys, feedback forms, social media, and direct interactions. Ensure that data collection methods are tailored to capture diverse perspectives and experiences across different customer segments.
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Quality Assurance Procedures: Implement quality assurance measures to validate the accuracy, completeness, and reliability of CSI data. Conduct regular audits, data checks, and validation processes to identify and rectify errors or inconsistencies in the data collection process.
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Segmentation and Analysis: Segment CSI data based on relevant demographic, behavioral, and psychographic variables to gain deeper insights into customer preferences, satisfaction drivers, and pain points. Utilize advanced analytical techniques such as segmentation analysis, regression modeling, and predictive analytics to uncover meaningful patterns and correlations in the data.