Will the customers be happy? Identifying unsatisfied customers from service encounter data
- Date: 07.07.2020
The paper “Will the customers be happy? Identifying unsatisfied customers from service encounter data” was accepted for publication in the Journal of Service Management. The authors Lucas Baier, Niklas Kühl, Ronny Schüritz and Gerhard Satzger show how machine learning can be applied to predict the satisfaction of customers based on data retrieved from IT incident tickets. In contrast to traditional approaches (e.g., surveys) which suffer from drawbacks such high manual effort or delayed availability, the approach proposed in the paper offers an extendable, data-based solution which elicits customer satisfaction in an automated and cost-effective way. This information enables service providers to immediately address service failures and start recovery actions early.