Predicting Client Satisfaction through (E-Mail) Network Analysis: The Communication Score Card

TL;DR

This paper explores how analyzing email communication networks within client support teams can predict client satisfaction, proposing a dashboard tool that leverages social network metrics to enhance service quality management.

Contribution

It introduces a novel Communication Score Card that uses network analysis to predict client satisfaction, demonstrating the correlation between social network metrics and NPS scores.

Findings

Network metrics correlate with client satisfaction.

Communication Score Card effectively predicts NPS.

Data-driven analysis can improve service quality.

Abstract

This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service provider we studied the impact of network properties on the satisfaction of client organizations. In particular, we found that social network metrics correlate with client satisfaction as measured by Net Promoter Score (NPS). A Communication Score Card is suggested as a dashboard to continuously measure client satisfaction, illustrating that data-driven analysis might help improving service providers' service quality management.