Multi-Source Analysis of Service Demand and Satisfaction (Theme–Driver–Root Cause)
Covers combining requests and complaints received from different channels such as the call center, CİMER and field surveys, and reading them through theme, satisfaction driver and root cause analysis.
Training content
- 153/call center
- CİMER
- Combining the field survey with other text/data sources
- Theme classification
- Satisfaction drivers and the root cause approach
At the end of this training, participants
- Will be able to combine request and complaint data from different channels within a common analytical framework.
- Will be able to turn institutional service areas into a measurable structure through theme classification.
- Will be able to identify, from data, the key drivers affecting satisfaction or negative perception.
- Will be able to build a more accurate intervention plan by distinguishing symptoms from causes through a root cause approach.
- Will be able to ensure continuity by tracking findings by district/neighborhood and time breakdowns.
In this way, a systematic decision-support foundation will be formed for service performance and citizen experience.