Medallia Xchange


Root Cause Analysis

By: Accenture Song

Identify the most important experience and operational drivers of satisfaction and where to best position efforts.

Root Cause Analysis studies the cause-and-effect relationships between key drivers and customer experience and demonstrates how drivers influence each other.


  • Measure impact of both experience and operational drivers, detailed driver interaction figures and performance/experience saturation points
  • Build your experience improvement initiatives with a clear understanding of what to focus on and with expected results.
  • Understand how operational metrics impact your experience scores.



Overview

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.

APP TYPE: Program
SUITE: Customer Experience
INDUSTRY: 
LANGUAGES: EnglishFrenchGerman
WHAT'S INCLUDED: 

Key driver analysis provides insights into what drives experience metrics and by how much​. Rigorous data modeling and extra operational variables means it builds on top of traditional driver analysis for maximum impact. Drivers of drivers is a representation of how drivers interact​ with each other. Detailed exploration of these relationships equips you with a better understanding of each driver’s standing in your business context. KANO analysis explores saturation points for your drivers. Each driver’s performance and NPS (or other experience metric) relationship may be linear or non-linear. By identifying that you know not only on which drivers to focus your improvement initiatives but also when to stop for the best results.

For all three components of RCA you get:

  • Dedicated data team
  • In-platform results
  • Detailed output reports
  • Expert workshops

Accenture Song

About This Provider
Accenture Song is the world's largest tech-powered creative group on a mission to create growth through relevance at the speed of life. Song's connected suite of services helps clients reimagine the customer experience and rewire how the organization works across growth, product innovation, marketing, e-commerce, and service.


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