Customer Satisfaction (CSAT) to Sales Modelling

Harnessing the Power of CSAT data for investment decisions

What is CSAT to Sales Modelling?

CSAT is important because it provides direct insight into customer satisfaction, guiding improvements in products, services and experiences to enhance loyalty and business growth. However often the actual impact of customer satisfaction on sales is unknown or seen as intangible. CSAT modelling allows a company to pick apart how important customer satisfaction is at driving sales, and where to invest to drive the greatest business gains.

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We Tackle Key Questions

To what extent does customer satisfaction drive sales?

Which CSAT metrics are having the biggest impact on sales?

Will improving one element of CSAT change perception of another?

Which CSAT metrics should I invest in first?

What We Do

At IMS, we utilise advanced statistical modelling to understand how CSAT scores influence sales historically in the long run, and discern how various investments have impacted customer perceptions.

Data Collection and Integration

1) Gather Comprehensive Data: Collect data from a variety of sources, including sales figures and historical CSAT metrics. 2) Integrate and Cleanse Data: Integrate this data into a unified analytics platform that is ready for modelling. This involves cleaning and pre-processing the data to ensure accuracy and reliability. The aim is to create a single source of truth that can be used for in-depth analysis.

Model the impact of each CSAT imperative on sales

We build a latticed network of statistical models to determine the impact of each CSAT imperative on sales, determining decay rates and lags to understand the long term impacts. We then use this analysis to compose a weighted CSAT Impact 360 metric that drives the business. Finally we then build regression based models to understand the uplift of historical advertising on each imperative.

Strategic Investment Recommendations

Finally all this can be decomposed into the driving factors that show how investments can change customer satisfaction, and then these perceptions drive sales. This then leads us to be able to make recommendations on where and how to invest to improve CSAT, that will have the biggest impact on long term revenue.