Solve / DP™
SATISFACTIONSOLVE /DPTM VIDEO OVERVIEW (1.75 Minutes)
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CONTACT / QUESTIONS
KEY PLATFORM FEATURES
KEY ANALYSIS and CUSTOMER SATISFACTION FEATURES
WHAT'S UNDER THE HOOD?
What if a Far More Powerful Customer Satisfaction Protocol Existed:
Moreover, What If It Had All the Features of ProductSolve™ ...including the ability to present any product....in any configuration... to your E-customers...and identify:
What would you have? You would have SatisfactionSolve / DP™. SatisfactionSolve / DP™ is a superset of SatisfactionSolve™ (For the differences between the two, see the slide show below.)
SHOW ME! (Slide show) (Click on the first icon below to start the slide show.)
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KEY BENEFITS (Place your pointer over the benefits to see the short description.)
There is no pretty way to say it. Customer Satisfaction Measurement (CSM) has utterly failed. It's legacy? CSM deeply measured metrics that did not link to real-world outcomes. We discovered this in 1994...even before Fred Reicheld published his landmark insight that CSM linked reliably to only one thing: the likelihood to recommend. This also led us to survey actual practitioners...to see how deep the CSM rabbit hole really went. See their quotes above! Their insights led us to re-engineer CSM into producing value for both the organization and the customer -- a business line we call Customer Value Maximization (CVM).
CVM (Customer Value Maximization) uses the broadest measurement model in the industry. These measures have two primary advantages over CSM's measures. First, by using a far broader set of measures (not just attitudinal, but behavioral, historical, threshold, cost, calibration etc.) CVM characterizes the customer far more deeply. Second, we use psychometrically informed approaches to collect the data. These approaches recognize that certain attitudes are typically overstated or understated by consumers. (See the explanation of Real World Expectation below as an example.) These two advantages allow SatisfactionSolve /DP™'s deep insight discovery tools to develop more risk-mitigated strategies than ever before.
Traditional CSM only links to one thing reliably; likelihood to recommend. This finding was initially confusing for researchers. After, all it seemed reasonable that if overall satisfaction improves that Real World Outcomes (RWO's) such as sales -- should naturally follow! The problem? Customer Satisfaction is only a general attitude. Structural Equation Modeling, in contrast, demonstrates that both attitudes AND behaviors are needed to change the latent factors that REALLY do link to RWO's. (Latent factors lie between observed factors and real outcomes) We therefore included latent factors in our Real World Outcomes models within SatisfactionSolve /DP™.
In the real world, not the world of rarefied theory, most consumers must reach thresholds before they do anything. That is, whatever behavior you want to elicit (initial purchase, more use of your services, cross-sell, etc.) we must provide consumers with enough "stuff" (benefit) to "get them off the dime." That is why we measure many kinds of Behavioral Change Thresholds (BCT's) in the survey. Quite importantly we measure these thresholds at the level of the individual respondent. This allows our E-customers (the calibrated copy of the consumer) to respond as actual consumers do.
One of the most classic mistakes made by traditional CSM is that it asked consumers what they expected...and then naively assumed that we must deliver on stated expectation. The problem? Stated expectation far overstates what consumers really expect. The best way to measure real expectation is to find the minimum performance level that does not create disutility (dispreference.) In contrast, our approach uses apportioned expectation (AE) AE focuses our efforts on things proven to maximize marginal benefit....by improving the key drivers that cause disutility -- and hence negative consumer outcomes.
And what about ROI? In terms of ROI, historically, over 95% of CSM engagements have actually lost money. Accordingly, let's expose another CSM myth. CSM tells us to "exceed expectations." This makes for a "feel good" motto - but is simply foolhardy to give consumers exactly what they want. Doing so will bankrupt you...and barely dent Real World Outcomes (RWO's). In contrast, we attach ABC costing amounts to every change level of every key driver. Thus, we know exactly how much a change will cost to implement and to maintain. This allows our models (e.g. sales, switching, etc.) to maximize those outcomes at the lowest cost to implement and the lowest cost to serve.
One of the most familiar misnomers in marketing is the concept of a "key driver." The problem with this concept? Most drivers are not "key." In fact, recent research has shown that only about one fifth of the drivers measured in CSM are "key"...and those key drivers differ from individual to individual. This is one of the primary reasons traditional CSM modeling fails. In addition , traditional CSM modeling is aggregate modeling - it groups consumers together to determine the best predictors. The problem? Aggregate models wash out individual preferences. In contrast, CVM 1) determines key drivers at the individual respondent level and 2) validates those key drivers by calibrating them to real-world choice behavior.
Once we have a) obtained the key drivers, and b) solved for the real-world thresholds that link to real world outcomes, and c) adding in the cost to implement and the cost to serve... then what? Equipped with this next generation of data we can now explore what happens when we close the gap between our current performance on the key drivers and real-world expectation. CVM allows us to do "gap closure" two ways, with cost data enabled and with cost data disabled. The decisioning module that performs automatic, cost-informed gap closure is the CSI (Customer Satisfaction Index) simulator built into SatisfactionSolve /DP™.
SatisfactionSolve /DP™ is not only for customer satisfaction! In fact SatisfactionSolve /DP™ has embedded within it ALL the capabilities of ProductSolve™. Why you might ask? ProductSolve™ is the premier decision support platform to identify which changes to you products and services will maximize Real World Outcomes (RWO's) at the lowest cost to implement and the lowest cost to maintain.
One of the most powerful discoveries of CVM was that continuous tracking and measurement could be performed far less expensively and less frequently than demanded by CSM. Accordingly we implemented a two tier, staged approach to continuous tracking and measurement. This means that we measure core dimensions (e.g. performance, importance, expectation, intention etc.) only as often as they are likely to change. Our tracking approach, then, not only saves money, but ensures that neither noisy market metrics nor the consumer are "over-measured."
SatisfactionSolve /DP™ predicts real-world outcomes (see the ninth benefit above.). The problem? Standard simulation models assume a very simple (and usually over-simplistic) relationship between the key drivers (what was measured in the survey) and the real-world outcomes (like purchase or switching.) Structural Equation Modeling (or SEM) is the "gold standard" for figuring out that relationship. Very often there are intermediate (latent) variables between the observed key drivers and the outcomes. Because SEM usually fits the data FAR better than standard models, once SEM identifies a much better model we then build that into SatisfactionSolve /DP™'s predictive real-world outcome (RWO) models.
Although SatisfactionSolve / DP™ is an advanced decision support tool, it has been designed to be extraordinarily easy to use. To make SatisfactionSolve / DP™ even more immediately useful, we have added to the user manual innovative sections on theory and practice. By including many of the actual exercises we use in our on-site training, a number of our clients have used SatisfactionSolve /DPTM with no additional training beyond the manual itself.
Recognizes that Conventional CSM has Failed
Replaces CSM with Far Deeper CVM Measures
Links to RealWorld Outcomes (RWO's) Like Sales, New Customer Acquisition, etc.
Finds Behavioral Change Thresholds (BCT's)
Measures Real World Expectations (RWE's)
Quantifies Costs to Implement/Maintain (CIM)
Identifies True Key Drivers (TKD): Those That Best Improve Real World Outcomes (RWO)
Closes TKD Gaps Between Performance and Real World Expectation (RWE)
Includes All the RWO Simulation and Risk Mitigation Tools from ProductSolve.
Performs Full Tracking and Continuous Improvement of All the Above
Industry Leading Predictive Accuracy Via Structural Equation Models (SEM)
Integrates Ease of Use with Innovative Training within a Single Manual
KEY PLATFORM FEATURES (Click on the plus signs below to expand.)
KEY ANALYSIS AND ADVANCED CUSTOMER SATISFACTION FEATURES
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WHAT'S UNDER THE HOOD? (Enabling Technologies Video)
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PRICING and PURCHASE (Roll over to see pricing)
Includes software and the training manual (both via download).
Available 1Q 2018
Includes software, training manual (via download) and a one-day training session (on-site or video conference.)
Available 1Q 2018
Includes software, training manual (via download) and a two-day training session (on-site or video conference.)
Available 1Q 2018
SatisfactionSolve /DPTM v. 10.0 Software Only*
SatisfactionSolve /DPTM v. 10.0 Plus Full-Day Training**
SatisfactionSolve /DPTM v. 10.0 Plus Two-Day Training**
* = Quoted software pricing is for a single-seat license. For volume or site license pricing click here.
** = For on-site training add prevailing travel and expenses (typically $750.00) per diem.) All fees must be paid in advance to schedule travel.
OBTAINING SATISFACTIONSOLVE /DP™
Get the fishing pole...not just the fish.
As a powerful advanced decision support platform, SatisfactionSolve /DP™ is custom installed at your site. Like all of our decision support platforms, SatisfactionSolve /DP™:
To purchase the SatisfactionSolve /DP™ platform, contact firstname.lastname@example.org.
SATISFACTIONSOLVE /DP™ USER MANUAL REVIEW AND DOWNLOAD (PDF)
Download the SatisfactionSolve / DP™ User Manual (4MB PDF)