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Key Drivers

The APECS® program was designed to deliver actionable insights to help your managers improve customer experiences right away. Key driver analysis is an important part of that process, as it helps your team focus their service improvement efforts in the right places.

Key driver analysis is a way to determine which attributes are most influential as consumers form opinions about customer service and other aspects of your business.

On a quarterly basis, The MSR Group conducts an analysis of your survey responses to determine how each survey attribute relates to overall satisfaction. The Performance Monitor highlights those criteria most critical to increasing satisfaction and advocacy among your customers.