Model Incite Case Study: Parcel Delivery Service

Issue:
Client needed to determine which customer satisfaction improvements they should invest in to get the greatest return on value.

Application:
Customer Satisfaction Model - using GMAX and other statistical techniques, MineTech statisticians mined and modeled the customer satisfaction variables and the customer transaction records to determine the value potential for each variable.

Solution:
Using the data indicated above, we created a "customer satisfaction window" which enabled us segment all of the customer variables based on their value potential. Now the client could concentrate their resources on the three "Highest leverage" variables highlighted in the slide below, knowing they would get the greatest value improvement on that investment. The Customer Satisfaction Window contrasts the "Ability to Deliver" customer satisfaction variables against the "Expected Value" of those variables. While "Cost of entry" is important, it is widely expected by customers and as such does not generate above average satisfaction levels.

Other Model Incite projects include “Return on marketing investment” (ROMI) models, profit, retention, risk, cross-sell, attrition and prospect models.