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.
ExternalId
Latest Blogs
Analytics professionals still encounter executives who live by misconceptions when it comes to big data and analytics. Here are six examples of big data myths.
Robert maps out the path of the gasoline pipeline that ruptured last week, and which states might face gas shortages.
The SAS Government Leadership Forum takes place in October with experts addressing issues ranging from fight fraud today to the societal, economic, and geopolitical changes that will shape the world two decades from now.
It's time to accept the fact that so much of the data we see is biased, whether intentionally or not. so what can you do about it?
People are taking sides on the citizen data scientist concept. Have your say in the new All Analytics Quick Poll.
Quick Poll
Quick Poll
Information Resources
Radio Show
A2 Conversations
UPCOMING
James M. Connolly
Visualization: Let Your Data Speak


10/13/2016   REGISTER   0
ARCHIVE
James M. Connolly
How Colleges and Tech Are Grooming Analytics Talent


9/7/2016  LISTEN   56
ARCHIVE
James M. Connolly
How Machine Learning Takes Handwriting Recognition to New Levels


8/25/2016  LISTEN   40
ARCHIVE
AllAnalytics
A Look at Tomorrow's Data Scientist


8/9/2016  LISTEN   83
ARCHIVE
James M. Connolly
Analytics and the Making of a President


7/21/2016  LISTEN   76
ARCHIVE
James M. Connolly
Analytics: Where We've Been, Where We're Going


7/12/2016  LISTEN   48
ARCHIVE
James M. Connolly
How Predictive Analytics Can Take Your Company to the Next Level


6/28/2016  LISTEN   22
ARCHIVE
James M. Connolly
How Analytics Can Transform State Government


5/17/2016  LISTEN   51
ARCHIVE
James M. Connolly
Save Labor Costs With Predictive Analytics


5/10/2016  LISTEN   53
ARCHIVE
James M. Connolly
What the IoT Means to You and Your Insurer


5/6/2016  LISTEN   75
ARCHIVE
James M. Connolly
When It's Time for a Robot's Job Review


4/27/2016  LISTEN   21
Infographic
Infographic
How Far We've Come With Analytics
You might be surprised by the progress that analytics have made in just the five years that All Analytics has been monitoring the field.
About Us  |  Contact Us  |  Help  |  Register  |  Twitter  |  Facebook  |  RSS