Data Segmentation & Analysis

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While eTouchPoint provides enterprise reporting and other features that give insight into the customer experience, some customers want to delve deeper into the data to gain greater insight into key business drivers and customer behaviors. These “deep dives” help clients uncover behavioral, operational, service, and technology issues that are impacting customers’ experiences and their loyalty to the brand.

Once a company has begun collecting feedback data across the enterprise, eTouchPoint can help conduct an in-depth analysis to identify the factors impacting the customer experience, employee satisfaction, and the reputation of the brand. Our proven analytics methods look at specific sub-populations within a dataset to gain greater insights into behaviors and contributing factors.

Segmentation Studies

eTouchPoint has a long history analyzing customer feedback to uncover customer sentiments and opportunities for operational improvement.  A few examples of this value-add analysis include:

• Identifying common c-sat factors among churned customers.
• Segmenting feedback results by product type, process type, employee tenure, customer spend, or geography.
• Sentiment and category analysis of unstructured customer feedback.

Whether you are looking to implement EFM, CEM, or Voice of the Customer (VoC) programs, eTouchPoint can provide the data collection, enterprise reporting, and continuous analysis required to make the program a success.