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Posts Tagged ‘Clustering’

Profiling survey respondents using clustering

How can clustering be used to identify similar groups of records? In this example, we analyze customer service satisfaction survey results for an IT company, and identify clusters of respondents to improve satisfaction. We also explain how the same technique can be applied to other types of data.

Analyzed data:

A total of 5500 customer satisfaction survey results were analyzed, with the following answers available (note: all questions were mandatory):

  • What was your main reason for contacting technical support (ex: connectivity, maintenance, upgrade, backup)?
  • How did you contact technical support (ex: email, phone, chat)?
  • The amount of time I had to wait to speak to someone was reasonable (score 1-9)
  • The technical support staff was knowledgeable (score 1-9)
  • The technical support staff was helpful (score 1-9)
  • The technical support staff was easy to understand (score 1-9)
  • The technical support staff was able to help me solve my problem quickly (score 1-9)
  • Was your problem resolved on the first contact to technical support (yes/no)?
  • How would you rate your overall satisfaction (score 1-9)?

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