Sample interview questions: Describe your approach to analyzing and optimizing customer satisfaction surveys.
Sample answer:
Approach to Analyzing and Optimizing Customer Satisfaction Surveys:
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Data Cleaning and Preparation: Ensure data quality by removing duplicates, handling missing values, and correcting errors.
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Exploratory Data Analysis: Use descriptive statistics and visualizations to identify patterns, trends, and outliers. Explore key metrics such as overall satisfaction, loyalty, and churn risk.
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Statistical Analysis: Employ parametric (e.g., t-tests, ANOVA) and non-parametric (e.g., chi-square, Mann-Whitney U) tests to uncover significant differences and correlations.
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Factor Analysis: Identify underlying dimensions of customer satisfaction based on survey responses. This allows for a deeper understanding of customer expectations and pain points.
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Segmentation and Targeting: Divide customers into distinct segments based on satisfaction levels, demographics, or other relevant factors. This enables targeted optimization ef… Read full answer