Case Study: a leading PC brand improves product satisfaction with C5i's CX optimization

Driving Product Satisfaction Optimizing CX for a Leading Tech Brand

A leading PC brand wanted to understand the key drivers of its product satisfaction (PSAT) score and identify the optimal path to improve it. The challenge involved analyzing the complex relationships between perception attributes and customer experience variables to determine which areas to prioritize for maximum impact. They engaged the vendor, C5i, to perform this analysis.

C5i employed a Bayesian Network approach to model the drivers of satisfaction, classifying attributes into emotional and device-based categories. This methodology allowed them to create a simulator for the client to test various business scenarios. The analysis revealed that hardware features like video/camera quality and screen quality were the most significant drivers. By focusing improvements there, C5i helped the client identify a path to achieve a 5% increase in their overall product satisfaction score.