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      Key Driver Analysis: 

      Here’s a step-by-step guide on how to use the Key Driver Analysis feature.

      Key Driver Analysis: 

      Key Driver Analysis (KDA) is a valuable tool that helps you identify the factors impacting your customer satisfaction (CSAT) or Net Promoter Score (NPS).  You can improve your customer experience and business performance by recognizing key strengths and weaknesses.

      1. Accessing Key Driver Analysis

      • The Key Driver Analysis feature can be found in the 2nd section of your dashboard (see Fig. 1 for reference).








      2. Selecting the Date Range

      • To determine the date range for the report you want to view, click the first dropdown menu.

      • Reports are generated per quarter, which can be selected 




      3. Choosing the Report Metric

      • Next, you can select the report metric to analyze:

        • CSAT (Customer Satisfaction): Measures how satisfied your customers are.

        • NPS (Net Promoter Score): Reflects customer loyalty and their likelihood to recommend your service.

      • Use the second dropdown to choose between CSAT or NPS.



      4. Interpreting the Results

      Once the report has loaded, you can identify the key business drivers affecting either CSAT or NPS. These drivers can be categorized into the following:

      • Key Strengths: These drivers have a significant impact on the outcome metric (CSAT or NPS). They also have higher average scores, meaning these areas are performing well.

      • Key Weaknesses: These drivers have a large influence on the outcome metric but have lower average scores. These represent areas that need improvement.

      • Low-impact Strengths: These drivers have a minimal impact on the outcome metric, but they still have higher average scores. While performing well, they don’t significantly affect CSAT or NPS.

      • Low-impact Weaknesses: These drivers have a low impact on the outcome metric and also have lower average scores. These are areas that need attention, but they don’t have a strong influence on overall satisfaction or loyalty.



      5. Using Insights for Improvement

      By analyzing the Key Driver Analysis results, you can focus on strengthening your Key Weaknesses and leverage your Key Strengths to enhance customer satisfaction and loyalty. Identifying the right areas to improve can lead to more targeted strategies and better outcomes for your business.

      Please note that 'Importance' measures the impact of each criteria on the outcome (overall average CSAT or NPS). It shows how much the overall score could increase when improving the score of single criteria by 1%. Higher importance values indicate a stronger influence.







      1. Levels of reporting

      The Key Driver Analysis feature offers reporting at multiple levels to give you flexible insights across your organization. 

      • Individual hotel reports for detailed, property-specific analysis. 
      • Chain-level report to understand overall performance
      • Brand-level reports (up to three per brand) to compare different segments within your portfolio.  * Please note, this is only available for branded portfolio accounts

      This structure allows you to identify trends, strengths, and opportunities at every level.



      1.  Bridging Individual, Chain, and Brand Reports

      To ensure strategic alignment, we analyze how key satisfaction drivers surface across individual, chain, and brand levels. This bridging reveals whether local-level insights support brand-wide trends.

      For example:

      Level

      CSAT Factor (Example)

      Insight

      Brand

      Cleanliness

      Identified as a major driver of satisfaction across the entire brand.

      Chain

      Cleanliness

      Consistently ranked among the top 3 CSAT drivers across multiple chains.

      Individual

      Cleanliness

      Appears as a top influence on CSAT in most hotels under the brand.

      This consistency validates the brand’s focus and highlights where alignment is strong, or where local outliers may require action.



      7. AI insights

      These insights are generated by AI based on the textual information from the reviews.
      AI insights helps you understand both what guests love and what needs fixing. Positive feedback highlights strengths to maintain and promote, like friendly staff or a great breakfast. Negative feedback reveals areas needing attention, such as noise or cleanliness. Acting on both boosts guest satisfaction and operational efficiency.