1. Customer Research & Information:
2015 Summer Internship Experience
Paul Shen
University of Michigan
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2. Overview
• Residential Customer Satisfaction Index: Key Macroeconomic and
Operational Drivers
• JD Power Top and Bottom 2 Box, Gap-to-top Performer
• North American Industry Classification System (NAICS) codes
• Oxxford Residential Vendor and Residential Data
• Survey Tracking and Sample Creation: Monthly Survey Based
Leading Indicators Metrics and High Usage Survey
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3. Residential Customer Satisfaction Index Modeling:
Methodology
• Data sources include internal operations data as well as external
sources ranging from January of 2013 through July of 2015
• The metrics used are aggregated at the monthly level
• Each model contains 5 metrics based upon their relations to
the residential CSI (Customer Satisfaction Index)
• A linear regression model that contains the metrics based on
their relationship to residential customer satisfaction is
assembled
• Some metrics are labeled as “1 mo. after”, which shows the
effect on residential customer satisfaction 1 month after the
fact
• This is a lagging concept explored due to a potential
relationship with time
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4. Residential CSI Modeling: Executive Summary
• Employment Level has the strongest impact for both Residential
Electric Customer Satisfaction and Residential Gas Customer
Satisfaction
• Weather plays a key role in the perception of customer satisfaction
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5. Residential CSI Modeling: Data Summary
• Internal (Operations) Metrics:
• Meter Read Rate
• Average Speed of Answer
• Total Disconnects
• Total Restores
• External Metrics:
• Heating Degree Days
• Cooling Degree Days
• Employment Level
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6. Employment Level is the greatest driver of
Residential Electric Customer Satisfaction
* Negative relationship with Customer Satisfaction Index
Meter Read Rate*,
9%
Employment Level,
45%
Cooling Degree Days
1 mo. after*, 14%
Average Speed
of Answer 1 mo.
after*, 23%
Total Electric
Restores 1 mo. after,
10%
Meter Read Rate*
Employment Level
Cooling Degree Days 1 mo.
after*
Average Speed of Answer 1
mo. after*
Total Electric Restores 1 mo.
after
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7. Employment Level also has the strongest impact
on Residential Gas Customer Satisfaction, but is
not as dominant compared to other metrics
* Negative relationship with Customer Satisfaction Index
Meter Read
Rate, 17%
Employment Level,
29%
Heating Degree
Days 1 mo. after*,
14%
Average Speed of
Answer*, 13%
Total Gas
Disconnects 1 mo.
after*, 28%
Meter Read Rate
Employment Level
Heating Degree Days 1 mo.
after*
Average Speed of Answer*
Total Gas Disconnects 1 mo.
after*
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8. How to find the Gap-To-Top Performer
• Formula for Gap-To-Top Performer:
[((Top Performer rating) – (DTE Energy rating)) / Top
Performer rating]*100 = Gap-to-Top Performer (percent)
If Gap-to-Top Performer = 0, then DTE is the Top Performer
• Gap-To-Top Performer takes the form of a percentage rounded to
the nearest hundredth of a percent
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9. JD Power Gap-to-Top Performer:
Comparing DTE Among the Best in the Business
DTE Energy is Top
Performer (Gap-to-
Top Performer = 0)
DTE Energy is not
Top Performer
(Gap-to-Top
Performer ≠ 0)
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10. How to generate Top 2 and Bottom 2 Box
• Formula for Top 2 and Bottom 2 Box:
– Top: [(Number of 10’s) + (Number of 9’s)]/ Subset Total Count
– Bottom: Same formula, but instead of 10’s and 9’s, use the
Number of 1’s and 2’s
• Top 2 and Bottom 2 Boxes take the form of a percentage rounded to
the nearest percent
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11. JD Power: Top 2 and Bottom 2 Box Distribution
Top 2 Box: (83 + 158) / 885 = .2723 27%
Bottom 2 Box: (6 + 3) / 885 = .0102 1%
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12. NAICS Codes are appended for Classification
Accuracy and Data Integrity
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13. Oxxford Scorecard Example
2015 CR&I Vendor Scorecard
Vendor Name-Description: Quarter: Team Contact Name:
Oxxford UCIS - Provide
secondary demographic data,
including segmentation and
email addresses, to append to
CSB customer data. 1 2 3 4 YTD
Metric: Score: Comment: Target
Quarterly conference call
adherence
Timely submission of invoices
Schedule of invoicing
Flexibility of ad hoc requests
Ability to transfer data securely
Respond to questions/inquiries
within 1 business day
Quality of work
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14. Oxxford Residential Data: Profiling Senior Citizens
by Education Level
Contains 2,434,393 records
Identifies DTE customers by
categories such as:
• Occupation
• Income
• Education Level
• Demographics
• Property Tax Range
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15. High Usage Survey: Qualtrics Survey Panel Creation
Interface
Receive the panel to contact from CSPM Senior Analyst
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