Identification of Key Drivers of Net Promoter Score Using a Statistical Classification Model - Efficient Decision Support Systems: Practice and Challenges from Current to Future - page 159

Scenario Brief Description

1 For each of q79, q82a, q82b, q82d and q82f, alter the distributions of their responses

by reassigning the probability of a neutral response (4) equally to the probability of
responses (5), (6) and (7)

2 Replace the response distribution for sub-elements q82a, q82b, and q82d with what

was observed for q82f (which was the sub-element that had the most favorable
response distribution)

3 Make the response distribution for each of q82a, q82b, q82d and q82f perfect by

placing all the probability on response (7)

4 Improve the response distribution for each of q82a, q82b, q82d and q82f by placing

all the probability equally on responses (6) and (7)

5 Improve the response distribution for q79 by placing all the probability on response

(7)

6 Improve the response distribution for q82a by placing all the probability on

response (7)

7 Improve the response distribution for q82b by placing all the probability on

response (7)

8 Improve the response distribution for q82d by placing all the probability on

response (7)

9 Improve the response distribution for q82f by placing all the probability on

response (7)

10 Improve the response distribution for each of q79, q82a, q82b, q82d and q82f by

distributing the probability of response (1) equally on responses (2)-(7)

11 Improve the response distribution for each of q79, q82a, q82b, q82d and q82f by

distributing the sum of the probability of responses (1) and (2) equally on responses
(3)-(7)

12 Improve the response distribution for each of q79, q82a, q82b, q82d and q82f by

distributing the sum of the probability of responses (1), (2) and (3) equally on
responses (4)-(7)

13

Simulate making Business Code 2 as good as Business Code 1 by setting BC=(1,0)

14 Improve the response distributions of q79, q82a, q82b, q82d, and q82f by replacing

them by the average across the different Region Codes, excluding the worst Region
Code

15 Improve the response distributions of q79, q82a, q82b, q82d, and q82f by replacing

them by the average across the different Region Codes, excluding the two worst
Region Codes

16 Improve the response distributions of q79, q82a, q82b, q82d, and q82f by replacing

them all by the observed, respective, distributions for Region Code 2
(which was the region that had the most favorable response distribution)

Table 6. Implementation Detail for Each Scenario