Categories: Customer Experience ManagementTags: , Published On: April 25th, 2023
Root Cause Analysis: get to the core of your customer needs

When conducting research, you often need to ask many questions to your customers to get to the core of their needs. However, long questionnaires discourage your respondents, and they cannot always express their true feelings or complaints. CYS has developed a method based on the Root Cause Analysis method (RCA) that is used in IT, which makes it very easy to map the drivers of your customers. But it can also be used in employee feedback, or any other target group. How this works, you can read in this blog post.

What is Root Cause Analysis?

Root cause analysis (RCA) is a method of problem-solving often used in IT. You drill down entirely to the real root of a problem. You solve the real problem rather than battling the symptoms, and this way, the most effective solution can be identified and implemented.

Root Cause Analysis in feedback

The root cause analysis is a highly valued method to map the drivers behind customer KPI’s. This analysis allows you to get to the core of customer satisfaction problems. It shows you what is driving your customers and gives you a chance to fix what’s wrong.

How does the Root Cause Analysis work with CYS?

Let’s show an example of how it works with the CYS software. Let’s say you are using the KPI Net Promoter Score to measure Customer Experience and want to know, based on the feedback of your customers, what your organization needs to do to improve customer loyalty.
The NPS questionnaire with root cause most customers of CYS are using look like this:

  1. The first question is the KPI question, in this example the NPS question:
    Based on your experience, would you recommend our product/service/company to your friends and family?
  2. The second question is an o