A Machine Learning Based Classification Method for Customer Experience Survey Analysis

Markoulidakis, Ioannis; Rallis, Ioannis; Georgoulas, Ioannis; Kopsiaftis, George; Doulamis, Anastasios; Doulamis, Nikolaos

doi:10.3390/technologies8040076

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A Machine Learning Based Classification Method for Customer Experience Survey Analysis

Ioannis Markoulidakis

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School of Rural and Surveying Engineering, National Technical University of Athens, 9th, Heroon Polytechniou Str., 15773 Athens, Greece

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Technologies 2020, 8(4), 76; https://doi.org/10.3390/technologies8040076

Received: 30 October 2020 / Revised: 27 November 2020 / Accepted: 28 November 2020 / Published: 7 December 2020

(This article belongs to the Collection Selected Papers from the PETRA Conference Series)

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Abstract

Customer Experience (CX) is monitored through market research surveys, based on metrics like the Net Promoter Score (NPS) and the customer satisfaction for certain experience attributes (e.g., call center, website, billing, service quality, tariff plan). The objective of companies is to maximize NPS through the improvement of the most important CX attributes. However, statistical analysis suggests that there is a lack of clear and accurate association between NPS and the CX attributes’ scores. In this paper, we address the aforementioned deficiency using a novel classification approach, which was developed based on logistic regression and tested with several state-of-the-art machine learning (ML) algorithms. The proposed method was applied on an extended data set from the telecommunication sector and the results were quite promising, showing a significant improvement in most statistical metrics. View Full-Text

Keywords: customer experience; net promoter score; machine learning

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MDPI and ACS Style

Markoulidakis, I.; Rallis, I.; Georgoulas, I.; Kopsiaftis, G.; Doulamis, A.; Doulamis, N. A Machine Learning Based Classification Method for Customer Experience Survey Analysis. Technologies 2020, 8, 76. https://doi.org/10.3390/technologies8040076

AMA Style

Markoulidakis I, Rallis I, Georgoulas I, Kopsiaftis G, Doulamis A, Doulamis N. A Machine Learning Based Classification Method for Customer Experience Survey Analysis. Technologies. 2020; 8(4):76. https://doi.org/10.3390/technologies8040076

Chicago/Turabian Style

Markoulidakis, Ioannis, Ioannis Rallis, Ioannis Georgoulas, George Kopsiaftis, Anastasios Doulamis, and Nikolaos Doulamis. 2020. "A Machine Learning Based Classification Method for Customer Experience Survey Analysis" Technologies 8, no. 4: 76. https://doi.org/10.3390/technologies8040076

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