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.
Here’s a step-by-step guide on how to use the Key Driver Analysis feature:
1. Selecting the Date Range & the Performance Metric
Use the first dropdown to choose the date range for your report. Reports are generated per quarter, allowing you to track trends over time.
Next, choose the metric you want to analyze using the second dropdown:
- CSAT: Measures how satisfied your customers are.
- NPS: Reflects customer loyalty and how likely they are to recommend you.
- You can also filter by review portal to dig deeper into platform-specific feedback.
→ Related Article: What is NPS and How to Calculate it?
2. Understanding the Results
Once your report loads, you’ll see the drivers that impact your selected metric. These are grouped into four categories:
- Key Strengths: High-impact areas with high scores.
- Key Weaknesses: High-impact areas with low scores.
- Low-impact Strengths: High scores but limited influence on the outcome.
- Low-impact Weaknesses: Low scores, but with minimal impact on CSAT or NPS.
📌Focus on improving Key Weaknesses while maintaining and promoting your Key Strength.
3. AI Insights
These insights are generated by AI based on the textual information from the reviews.
AI insights help 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.
4. Understanding Importance
Each driver includes an importance score. This shows how much overall CSAT or NPS could increase if a specific factor improves by 1%.
For example:
- If "Room Facilities" has an importance of 0.07, then improving that score by 1% would increase overall CSAT by 0.07 points.
- If "Quality of Food" has an importance of 0.04, a 10% improvement would result in a 0.4-point boost in CSAT.
📌Higher Importance = higher impact
This helps you prioritize improvements where they’ll make the biggest difference.