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Archive | Measurement Precision

Map of US Hospitals and their Process of Care Metrics

Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care.  These percentages […]

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How Reliable is your CEM Program?

Companies rely on different types of statistical analyses to extract information from their Customer experience management (CEM) data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis (using correlational analysis) is conducted to help identify the business areas responsible for customer dis/loyalty. These types of analyses are […]

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20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback programs are designed to help them understand their customers’ attitudes and experiences to ensure they are delivering a great customer experience. The ultimate goal of a customer feedback program is to […]

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