Determination of decision support data concerning customer satisfaction improvement techniques

An apparatus for determining the effectiveness of a plurality of customer satisfaction improvement techniques, comprising:

• at least one processing device implementing:
• a value computation component that determines at least one incremental satisfaction improvement value associated with increasing customer satisfaction of at least one customer by a fixed increment on a satisfaction scale based upon at least one of increased benefit value and decreased detriment value by categories of customer satisfaction in accordance with detriments/benefits data and customer data, wherein the value computation component further comprises:
• a detriments computation component that takes as input the detriments/benefits data and the customer data and, based thereon, apportions at least some detriments from the detriments/benefits data according to groups of customers for a plurality of satisfaction levels per the customer data to provide a plurality of apportioned detriments;
• a benefits computation component that takes as input the detriments/benefits data and the customer data and, based thereon, apportions at least some benefits from the detriments/benefits data according to the groups of customers to provide a plurality of apportioned benefits;
• and
• a weighted average component operatively connected to the detriments computation component and the benefits computation component, that takes as input the plurality of apportioned detriments, the plurality of apportioned benefits and a plurality of weights corresponding to the plurality of satisfaction levels and, based thereon:
• calculates, for each of the plurality of satisfaction levels, a satisfaction value based on a summation of corresponding ones of the plurality of apportioned detriments and the plurality of apportioned benefits to provide a plurality of satisfaction values;
• calculates, for successive pairs of increasing satisfaction levels, a difference between corresponding ones of the plurality of satisfaction values to provide a plurality of difference values;
• and
• calculates a weighted average of the plurality of difference values based on the plurality of weights to provide the at least one incremental satisfaction improvement value;
• and
• a techniques evaluation component operatively connected to the valuation computation component, that takes as input the at least one incremental satisfaction improvement value and determines, based at least in part thereon, decision support data corresponding to the plurality of customer satisfaction improvement techniques.

An apparatus for determining the effectiveness of a plurality of customer satisfaction improvement techniques, comprising:

• at least one processor;
• at least one storage device operatively connected to the at least one processor and having stored thereon instructions that, when executed by the at least one processor, cause the at least one processor to:
• determine at least one incremental satisfaction improvement value associated with increasing customer satisfaction of at least one customer by a fixed increment on a satisfaction scale based on at least one of increased benefit value and decreased detriment value by categories of customer satisfaction in accordance with detriments/benefits data and customer data, wherein the instructions adapted to determine the at least one incremental satisfaction improvement value are further adapted, when executed by the at least one processor, to:
• apportion at least some detriments from the detriments/benefits data according to groups of customers for a plurality of satisfaction levels per the customer data to provide a plurality of apportioned detriments;
• apportion at least some benefits from the detriments/benefits data according to the groups of customers to provide a plurality of apportioned benefits;
• for each of the plurality of satisfaction levels, calculate a satisfaction value based on a summation of corresponding ones of the plurality of apportioned detriments and the plurality of apportioned benefits to provide a plurality of satisfaction values;
• for successive pairs of increasing satisfaction levels, calculate a difference between ones of the plurality of satisfaction values to provide a plurality of difference values;
• and
• calculate a weighted average of the plurality of difference values, wherein the weights for the weighted average are based on sizes of the groups of customer for the plurality of satisfaction values, to provide the at least one incremental satisfaction improvement value;
• and
• determining decision support data corresponding to the plurality of customer satisfaction improvement techniques based at least in part upon the incremental satisfaction improvement value.