Related papers: What can be learned from satisfaction assessments?
Community associations rely heavily on resident surveys to guide decisions about amenities, infrastructure, and services. However, survey responses reflect perceptions that may not directly correspond to underlying operational conditions.…
Ordered response scales are ubiquitous in economics, but their interpretation rests on an untested assumption: that numerical labels reflect equal psychological intervals. The contribution of this paper is to provide a systematic assessment…
Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the…
The System Usability Scale (SUS) is a short, survey-based approach used to determine the usability of a system from an end user perspective once a prototype is available for assessment. Individual scores are gathered using a 10-question…
With the advancement in technology, raw event data generated by the digital world have grown tremendously. However, such data tend to be insufficient and noisy when it comes to measuring user intention or satisfaction. One effective way to…
Simulation models often have parameters as input and return outputs to understand the behavior of complex systems. Calibration is the process of estimating the values of the parameters in a simulation model in light of observed data from…
The analysis of survey data is a frequently arising issue in clinical trials, particularly when capturing quantities which are difficult to measure. Typical examples are questionnaires about patient's well-being, pain, or consent to an…
Surveys are commonly used to facilitate research in epidemiology, health, and the social and behavioral sciences. Often, these surveys are not simple random samples, and respondents are given weights reflecting their probability of…
It is of high interest for a company to identify customers expected to bring the largest profit in the upcoming period. Knowing as much as possible about each customer is crucial for such predictions. However, their demographic data,…
Market research is generally performed by surveying a representative sample of customers with questions that includes contexts such as psycho-graphics, demographics, attitude and product preferences. Survey responses are used to segment the…
For many call centers, customer satisfaction (CSAT) is a key performance indicator (KPI). However, only a fraction of customers take the CSAT survey after the call, leading to a biased and inaccurate average CSAT value, and missed…
Many political surveys rely on post-stratification, raking, or related weighting adjustments to align respondents with the target population. But when respondents differ from nonrespondents on the outcome itself (nonignorable nonresponse),…
Recommender systems utilize users' historical data to learn and predict their future interests, providing them with suggestions tailored to their tastes. Calibration ensures that the distribution of recommended item categories is consistent…
In retailing, it is important to understand customer behavior and determine customer value. A useful tool to achieve such goals is the cluster analysis of transaction data. Typically, a customer segmentation is based on the recency,…
Understanding customer behavior in retail stores plays a crucial role in improving customer satisfaction by adding personalized value to services. Behavior analysis reveals both general and detailed patterns in the interaction of customers…
Converting customer survey feedback data into usable insights has always been a great challenge for large software enterprises. Despite the improvements on this field, a major obstacle often remains when drawing the right conclusions out of…
In supervised learning, we typically leverage a fully labeled dataset to design methods for function estimation or prediction. In many practical situations, we are able to obtain alternative feedback, possibly at a low cost. A broad goal is…
We explore the connection between an agent's decision problem and her ranking of information structures. We find that a finite amount of ordinal data on the agent's ranking of experiments is enough to identify her (finite) set of…
Context: Surveys constitute an valuable tool to capture a large-scale snapshot of the state of the practice. Apparently trivial to adopt, surveys hide, however, several pitfalls that might hinder rendering the result valid and, thus,…
Offline evaluations of recommender systems attempt to estimate users' satisfaction with recommendations using static data from prior user interactions. These evaluations provide researchers and developers with first approximations of the…