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CX Project

    Key Driver

    Key Drivers question type is used to measure the impact different factors affecting your customers’ experience with your service or product. Within the Key Driver Analysis report, an Outcome Metric may be compared against multiple Potential Drivers.

    The Outcome Metric (NPS, CSAT, or CES) is the selected measure of progress that is influenced by key drivers.

    For example: A company might be concerned about their clients’ overall satisfaction with a particular product or service. The Outcome Metric, in this case, would be an overall satisfaction score (CSAT).

    The Potential Drivers are performance-based metrics that influence the Outcome Metric.

    For example: If a company’s Outcome Metric is overall satisfaction for a product or service, Potential Drivers might include quality, value, or usefulness.

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