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Measuring Relative Impact of KPIs – A Game Theory Approach
(Indian Institute of Management, Ahmedabad, 2015)
Customer satisfaction (CSAT) and Net Promoters Score (NPS) are related to key measures of future financial performance for firms. The ability to find key drivers for CSAT & NPS is an important step in any organizations’ ...
Statistical Modeling Approach Using Unstructured Data
(Indian Institute of Management, Ahmedabad, 2015)
This paper aims at finding the key factors that drive the average star ratings at e-commerce site for any product. The text reviews provided by customers on the websites are analyzed. The customer sentiments scores are ...