Case Study: ALSA improves passenger satisfaction and NPS driver analysis with WhiteBox

ALSA identifies key NPS drivers with WhiteBox

WhiteBox helped ALSA, a leader in passenger transport, overcome its challenge of moving beyond traditional satisfaction KPIs. The customer needed to scientifically identify the key drivers of its Customer Satisfaction Index and Net Promoter Score to understand how specific service factors influence loyalty and inform operational decisions.

The solution from WhiteBox involved creating a Datamart and developing machine learning models, including linear regression and decision trees. Using advanced interpretation techniques like SHAP, they isolated the exact weight of each variable and segmented users for personalized analysis. This provided ALSA with actionable insights and robust predictive models to define targeted marketing and operational strategies, transforming complex data into a clear roadmap for improvement.

ALSA