DELIVER | Supply Chain Analytics

20

Customer Satisfaction Analysis

Understanding and improving customer experience

What Is It?

Customer Satisfaction Analysis evaluates customer preferences, experiences, and satisfaction levels.

  • Customer surveys - Direct feedback collection
  • Purchase history - Behavioral patterns
  • Service interactions - Support experience
  • Social media - Public sentiment and reviews

Key Performance Indicators

Net Promoter Score

Likelihood to recommend

CSAT Score

Satisfaction rating

Churn Rate

Customer attrition

On-Time In-Full (OTIF)

Customer satisfaction in supply chain starts with a customer-centric definition:

OTIF = % of orders delivered on/before requested date with complete quantity

Analytics Methods

Sentiment Analysis

NLP for feedback

Decision Trees

Churn predictors

Survival Analysis

Time to churn

Related Use Cases

Order Fulfillment Delivery Prediction Demand Forecasting
All DELIVER Cases

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