Case Study: Multinational Banking & Financial Services Company Achieves 90%+ CSAT Prediction Accuracy with MattsenKumar

Predicting Accurate CSAT through Call Quality

MattsenKumar worked with a major UK-based multinational banking and financial services company serving 48 million customers across more than 50 countries. The customer wanted to improve contact center experience in the US and determine whether its existing quality framework could accurately predict overall customer satisfaction, since call quality scores were not consistently reflecting customer feedback.

MattsenKumar used its analytics and Key Driver Analysis (KDA) approach to identify the survey and call-quality attributes most strongly linked to CSAT, then redesigned the QA form to better align with customer experience drivers. By testing the revised attributes against a large call volume, MattsenKumar helped the client achieve a model that could predict overall customer experience with over 90% accuracy.