Key Driver Analysis

A Key Driver Analysis helps you understand the most important factors influencing your relationship with your customer. People will give you lots of reason why they believe something, but a Key Driver Analysis helps you understand the most important factors driving those beliefs – the key drivers of consumer behavior.

For example:  a customer may be satisfied with several aspects of your loyalty program, but the one that drives their overall satisfaction is the discounts you offer at the counter, vs. friendliness of staff, cleanliness of the store, etc.

Key Driver Analysis can be successfully used in different types of studies:  customer loyalty, customer satisfaction, product development, and customer retention, to name a few.

A Key Driver Analysis investigates the relationships between potential drivers & consumer behavior, such as:

  • Likelihood to visit your service center
  • Overall satisfaction
  • Inclination to recommend/buy a product
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