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

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.