Customer Satisfaction: Gleaning Insight From Email Interactions


Lots of companies use traditional survey-based methods, like Net Promoter Score, to get a measure of customer satisfaction. But for today's always-on enterprises, these methods are proving of increasingly limited value: They can't be done with great enough frequency or detail, at reasonable cost, to provide an up-to-date read on customer satisfaction.

Business process experts Peter Gloor, a research scientist with the MIT Center for Collective Intelligence, and Gianni Giacomelli, CMO and SVP of product innovation at GE-spinoff Genpact, think they've found a better, quicker, and cheaper way. As they discuss in the MIT Sloan Management Review article, "Reading Global Clients’ Signals," they've developed a method for monitoring and predicting customer satisfaction by analyzing the social network structure of email interactions between service providers and their clients. In this A2 Radio episode, Gloor will share an overview of their novel approach. You'll learn about:

  • Applying social network analysis to email interactions
  • Evaluating social network metrics
  • Predicting the satisfaction of email users
  • Using this method for any collaborative work relationship


Register Now

If you are already a registered user of AllAnalytics, please login to access this content without re-entering your information.

Sign up for our weekly newsletter here.
The Final Analysis: Digging Into the Business of Data
AllAnalytics' weekly newsletter compiles the latest thinking and wisdom around business data analytics -- what enterprises are doing with data, and exactly how they're doing it.
Email Address *
Username * - Choose carefully, your Username will identify you on our message boards. It cannot be changed after you register!
Choose Your Password *
Re-enter Password *
First Name *
Last Name *
Company Name *
Job Title *
Please select which best describes your job title: *
Please indicate the primary business activity at this location: *
If you selected "Other" above, please clarify your answer.
How many employees are in your entire organization? *
Address *
City *
State *
Zip Code *
Country *
Telephone *
Please indicate your agreement to the Privacy Policy and Terms of Use for this web site. *
I agree to abide by the Privacy Policy and Terms of Use. I also understand that the information I provide on this form will be shared with SAS (SAS Privacy Statement).
Occasionally our sponsors may want to send you information about exciting new products and services. If you would like to receive these solicitations, please check this box.
Latest Blogs
Speakers from El Paso Community College illustrate how researchers and IT can work together using SAS tools to provide crucial information and encourage users to come up with new ideas for using analytics.
All Analytics Radio hosts Gwenn Bezard of the Aite Group on Friday at noon, as we discuss what the Internet of Things means to the relationship between customers and their insurance companies. We will look at the benefits and possible penalties that await individuals and companies that give insurers access to enterprise and home IoT systems.
Streaming analytics, which is drawing an increasing amount of interest, helps enterprises by visualizing the business in real-time, cutting preventable losses, automating immediate actions, and detecting urgent conditions.
The Interop IoT Summit highlighted why it's time to break our image of the Internet of Things into multiple small chunks, so we don't confuse consumer IoT with what goes on at industrial sites and in the commercial world.
At the All Analytics Roundtable at the InformationWeek Elite 100 conference, IT and analytics executives emphasized why serving people ranks ahead of bottom-line results.
Radio Show
A2 Conversations
UPCOMING
James M. Connolly
Save Labor Costs With Predictive Analytics


5/10/2016   REGISTER   0
UPCOMING
James M. Connolly
How Analytics Can Transform State Government


5/17/2016   REGISTER   0
ARCHIVE
James M. Connolly
What the IoT Means to You and Your Insurer


5/6/2016  LISTEN   74
ARCHIVE
James M. Connolly
When It's Time for a Robot's Job Review


4/27/2016  LISTEN   20
ARCHIVE
James M. Connolly
How Advanced Analytics Serve Healthcare


4/12/2016  LISTEN   88
ARCHIVE
James M. Connolly
Life in a World of Big Data, Autonomous Cars and IoT


3/17/2016  LISTEN   34
ARCHIVE
James M. Connolly
Sports Analytics: Driving the Business Forward


3/10/2016  LISTEN   73
ARCHIVE
James M. Connolly
See How Data is Revolutionizing Healthcare


2/25/2016  LISTEN   78
ARCHIVE
James M. Connolly
Why Analytics are So Valuable in Cybersecurity


2/18/2016  LISTEN   47
ARCHIVE
James M. Connolly
The Analytics Job and Salary Outlook for 2016


1/28/2016  LISTEN   16
ARCHIVE
James M. Connolly
See How Analytics Drive Change in the Retail World


1/7/2016  LISTEN   104
ARCHIVE
James M. Connolly
All Analytics Conversations: Forecasts for Analytics in 2016


12/18/2015  LISTEN   3
Information Resources
Quick Poll
Quick Poll
About Us  |  Contact Us  |  Help  |  Register  |  Twitter  |  Facebook  |  RSS