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


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