A Machine Learning Based Classification Method for Customer Experience Survey Analysis

A Machine Learning Based Classification Method for Customer Experience Survey Analysis

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...

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Bibliographic Details
Main Authors: Ioannis Markoulidakis, Ioannis Rallis, Ioannis Georgoulas, George Kopsiaftis, Anastasios Doulamis, Nikolaos Doulamis
Format: Article
Language:English
Published: MDPI AG 2020-12-01
Series:Technologies
Subjects:
customer experience
net promoter score
machine learning
Online Access:https://www.mdpi.com/2227-7080/8/4/76

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