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MBM App 1.7

Customer Satisfaction Analytic

Experiment with satisfaction distributions to understand their impact on CSI and profitability

Customer Satisfaction Distribution Comparison
AT&T
CSI = 89
11%
40%
45%
Telecom Average
CSI = 81
10%
25%
30%
30%
Extremely Dissatisfied
Very Dissatisfied
Somewhat Dissatisfied
Neither Satisfied nor Dissatisfied
Somewhat Satisfied
Very Satisfied
Extremely Satisfied
AT&T
Fixed Case
Satisfaction LevelScale ScorePercent
Extremely Dissatisfied10%
Very Dissatisfied20%
Somewhat Dissatisfied30%
Neither Satisfied nor Dissatisfied44%
Somewhat Satisfied511%
Very Satisfied640%
Extremely Satisfied745%
Total-100%

Scale Score

6.3

CSI

89

% Extremely/Very Satisfied

85%

Telecom Average
User Editable
Satisfaction LevelScale ScorePercent
Extremely Dissatisfied1
%
Very Dissatisfied2
%
Somewhat Dissatisfied3
%
Neither Satisfied nor Dissatisfied4
%
Somewhat Satisfied5
%
Very Satisfied6
%
Extremely Satisfied7
%
Total-100.0%

Scale Score

5.7

CSI

81

% Extremely/Very Satisfied

60%

How to use this app:

Edit the Telecom Average distribution by changing the percent values in the right panel. Observe how changes in the distribution affect:

  • The overall CSI (Customer Satisfaction Index)
  • The % Extremely/Very Satisfied customers
  • The visual distribution in the comparison bar

Notice how AT&T's high CSI (89) comes from concentrating 85% of customers in the top two satisfaction tiers.