Role: Customer Satisfaction Analyst
The Customer Satisfaction Analyst obtains customer satisfaction data, analyzes it for trends, and identifies resolutions to customer satisfaction issues.
Role Sets: Customer Satisfaction Management Roles
Relationships

Aggregate Customer Satisfaction DataAggregate Customer Satisfaction InformationAnalyze Customer Comments and IssuesAnalyze Customer Satisfaction InformationAnalyze Request for InformationAnalyze Resolution Plan EffectivenessClose Resolution IssuesCollect Evaluation ResultsCoordinate Resolution PlanningCreate Customer Satisfaction Service RecordDefine and Build ReportDetermine and Customer Satisfaction Patterns and TrendsDocument Customer Satisfaction Trends, Issues and StatisticsGenerate and Communicate ReportsGenerate Statistical ReportsManage Customer Satisfaction SolicitationsParse and Categorize Customer Satisfaction InformationPlot Aggregated DataProduce Gap AnalysisReceive Customer Satisfaction InputReceive Unsolicited Customer Satisfaction DataSolicit Customer Satisfaction DataAggregated Customer Satisfaction InformationCustomer Issue FeedbackCustomer Satisfaction DataCustomer Satisfaction InputCustomer Satisfaction IssueCustomer Satisfaction Issue CommunicationsCustomer Satisfaction Issue Resolution DirectivesCustomer Satisfaction Issue Resolution ResponseCustomer Satisfaction PatternsCustomer Satisfaction SolicitationsCustomer_Satisfaction_Analyst
Modifies
Main Description

Responsibilities

  • Obtains customer satisfaction data from a number of sources, such as surveys, directed questionnaires, customer usage data, and unsolicited feedback from customers
  • Designs customer satisfaction solicitations
  • Organizes customer satisfaction data for analysis
  • Analyzes customer satisfaction data to identify trends, statistics, and issues
  • Creates resolution plans for issues
  • Identifies positive and negative customer satisfaction patterns

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