Key Drivers Of Satisfaction or Likelihood To Re-enroll
With many highly correlated items influencing member satisfaction levels and likelihood to re-enroll, a key driver model is needed to quantify the contribution each item makes to overall satisfaction and to rank order these predictors from best to worst. DSS employs numerous approaches to identifying key drivers, depending upon the questionnaire used, the constituents surveyed, sample size and other factors. We frequently use average-over orderings approaches such as Kruskal's and Theils, a combination of factor analysis and regression and structural equation modeling along with many others. Regardless of the methodology employed, it is critical to present the results in a clear and meaningful way in order to be actionable for senior management and department managers who will be responsible for using the results to target changes within the organization.