Root Cause Analysis studies the cause-and-effect relationships between key drivers and customer experience and demonstrates how drivers influence each other. It is a powerful prioritization tool when it’s complicated to decide where to focus improvement efforts. RCA goes one step further than a traditional driver analysis by adding operational data on top of survey data, allowing to go deep in understanding the underlying reasons behind satisfaction and dissatisfaction.
It then explores the relationships between drivers, how they impact each other, which gives you the tools to boost impactful drivers through improvements in other drivers. Finally, it explores what the saturation points are for every driver, meaning that you know how much to invest in improvement initiatives and when to stop.