Professional

CX Driver Model

Customer experience driver modeling for NPS in large-appliance delivery and installation; identifies operational levers via feature sensitivity and explains impact on customer satisfaction.

Cover

Modeled how supply-chain touchpoints (routing accuracy, delivery slot adherence, installation quality, reschedules) influence Net Promoter Score (NPS) for large-appliance orders.

Approach:

  • Unified delivery + installation data with customer feedback into a single analysis dataset.
  • Trained a driver model with uplift and partial-dependence/sensitivity analysis to quantify controllable levers.
  • Produced explainability views by geography and vendor to align ops playbooks and SLAs.

Outcome:

  • Prioritized changes to routing and install workflows and projected NPS lift with confidence bands.