Chart of the Month: Driver Chart

on August 8, 2021
Customer Experience

Driver Scatter Analysis is a method for measuring a code’s influence on customer satisfaction (NPS/CSAT). On the Driver Chart, you can see immediately which issues “count” and where to focus your efforts. Like the relationship chart, If you want to determine what customers feel very strongly about, be it negative or positive sentiment, you can use this chart very effectively

The Y-Axis shows how many times a code was used, and the X-Axis shows Customer Satisfactionalso known as NPS and CSAT.


Misconceptions

It is important to understand that the NPS/CSAT X-Axis is not synonymous with the negative and positive codes. Negative codes such as Bad Customer Service can be assigned without severely impacting the customer’s satisfaction (NPS/CSAT score) 

Similar to the Treemap, Driver Charts are therefore great for revealing what your biggest issues are, or, conversely, what your greatest strengths are.

Example

Take, for example, the Example Driver Chart below. Despite poor Customer Service, customer satisfaction does not appear to be significantly affected. The Bad Connection code, on the other hand, has a very low NPS score (which means very dissatisfied customers) and should, therefore, be addressed first.

Driver chart showing codes, including customer service, price, network, carrier, plan, mobile, and the associated NPS score.

How To Read A Driver Chart

The graph above is an excellent way of showcasing how to best read a Driver Chart. 
In Caplena, the vertical line (Importance) is placed in the middle, though, to equally split the chart into strengths and weaknesses.


The Driver chart is split into a quadrant with key and unimportant weaknesses on the left and key and unimportant strengths on the right.

  • Key Weaknesses 👎 Important but poorly rated. Values in the left-hand quadrant indicate drivers that affect the outcome metric in a heavily negative way.

  • Key Strengths 👍 Important and highly rated. Values in these quadrants indicate drivers that are substantial in determining a highly positive outcome metric.

  • Unimportant Weaknesses 😐👎 Not important and poorly rated. In the bottom left quadrant, these values indicate drivers that do not influence outcome metrics that much. 

  • Unimportant Strengths 😐👍 Not important but highly rated. Drivers in the bottom right quadrant don’t influence outcome metric determination. 

That’s it for today folks! It is our hope that you will be able to utilize the chart to your full advantage now. As always, don’t be a stranger! You can always count on the Caplena team to assist you with any questions you may have.

Related blog posts

5 Ways to Effectively Measure and Utilize NPS

Your customers have an enormous amount of leverage when it comes to your brand’s reputation. What they tell other people can expand your business quickly or destroy new growth. That’s why it’s so important to measure NPS (Net Promoter Score).

Customer Experience

A 2-Question Customer Survey: Yes, It Really Works

Where do you start with creating a customer survey? While the options can seem overwhelming, keeping your core motives in mind is key to success. Thankfully, there is a solution: A 2-question customer survey.

Customer Experience

Customer Surveys: Open-Ended vs. Multiple-Choice Questions

How do you decide on what kind of survey to use? We’re eliminating some of the guesswork for you by giving you foundational advice to creating an effective customer survey, and a good old-fashioned comparison between open-ended vs. multiple-choice.

Customer Experience

Getting to Fully Automated Tracker Evaluation

Trackers provide a strategy for collecting valuable input and data over time for your business. Discover what you can gain by tracking the evolution of KPIs and open-ended feedback on your business.

Customer Experience

5 Tips to Take Full Advantage of Your Text Analysis SaaS Trial

Are you ready to choose your text analysis software? Read to learn how to take full advantage of your trial and set yourself up for success.

Customer Experience

Datasets for Getting Started in Text Analytics

Would you like to get started with Caplena and try out some datasets?
If you’re interested in some demo surveys with open-ended questions, we’ve got you covered: Here are 5 datasets with free-text feedback.

Customer Experience

Chart of the Month: The Treemap

The whole idea behind Treemaps is very well suited to text analytics data, which is why treemaps are a popular type of chart within Caplena. Learn the origins of treemaps, how to read them, and best practices applied to feedback analysis.

Customer Experience

How to Ask for Customer Feedback – And Get an Honest Response

Customer feedback is about more than knowing whether your customers give your product three stars or five stars (although that is a valuable insight). It’s also about gathering the information that can help you make critical decisions and improvements….

Customer Experience

10 Useful Customer Feedback Categories to Help Give You Valuable New Insight

Most business owners are well aware that open-ended feedback provides invaluable insight into helping them improve their product or service, boost user satisfaction, and even expand their customer base.

Customer Experience

Using Customer Feedback Tools to Close the Loop

Customer feedback is an invaluable resource to your business. By gathering and assessing the sentiment of your customers with an NPS survey, you’ll learn what they’re actually thinking…

Customer Experience

Coop Case Study: Getting Actionable Insight From Mass Feedback Analysis

What do customers think about organic food? What do they like about the newly built store? Why do some customers feel 😊, while others feel 😩? These are questions that Coop, the Swiss Retailer wanted to find out!

Customer Experience

3 Easy Steps to Analyze Survey Responses using Caplena

Today, we will take you through the three steps required to evaluate your open texts survey responses with the help of Caplena, the market-leading text analysis tool!

Customer Experience

The Top 5 Customer Feedback Tools in 2022

Don’t spend hours researching – we’ve done the work for you. Explore the top five customer feedback tools of 2022, whether you’re a consultant, insight team member, or market researcher.

Customer Experience