From the course: Service Metrics for Customer Service
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Root cause analysis: Statistical
From the course: Service Metrics for Customer Service
Root cause analysis: Statistical
- Perhaps you've attempted to identify root causes of a problematic aspect of service or customer experience using non-statistical methods. Several possibilities have surfaced and they all seem plausible. Which root cause deserves your attention and how do you know? Statistical analysis tools can help you understand variation and direct your effort to the right places. Here, I'll summarize three tools that we often recommend for their usefulness in customer service settings. One very useful tool is the scatter diagram, which assesses whether there's a correlation between two variables and indicates the degree to which the relationship may exist. If there's a positive correlation between two variables, dots will appear as an upward slope. If there's a negative correlation, the dots will appear as a downward slope. The closer the pattern of dots is to a straight line, the stronger the correlation. You might want to use a scatter diagram to examine questions such as, do quality scores…
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