N.C. State University Students Study B2B Customer Service with Data from The Daniel Group

CHARLOTTE, N.C., Dec. 2, 2011 /PRNewswire/ -- How can you know if your customer is dissatisfied if the customer doesn't speak up? Are there warning signs the customer is about to leave you for a competitor? How can you ensure the customer's next experience with your company is outstanding?

A team of students from North Carolina State University's Master of Science in Analytics program is researching those questions, with help from The Daniel Group, a Charlotte, N.C.-based firm which helps clients measure, manage and improve their customer service.

N.C. State students in Raleigh will analyze more than 200,000 records provided by The Daniel Group covering customers' experiences with B2B companies. The records, which have been stripped of names, provide insight into how customers view companies' communication skills, responsiveness, ability to make repairs correctly the first time, and other aspects of the service experience. The Daniel Group has collected these records through its work with clients.

"We're looking for trends on how B2B service can be improved," says Lynn Daniel, president of The Daniel Group. "Businesses need a warning system that alerts them to customers who are on the verge of leaving. We hope to identify the more subtle signs a customer is dissatisfied."

The research practicum, part of the MSA curriculum at N.C. State, gives students an opportunity to work together on real-world projects with large amounts of data from industry sponsors. Students are paired into eight teams of 4 or 5 members and will work throughout the winter and spring semesters. Students will receive instruction on teamwork, project management, data cleaning and handling, communication, and presentation skills. The practicum culminates in April with team presentations to the sponsoring organizations.

Founded in 1989, The Daniel Group provides strategy, research and customer satisfaction services to business-to-business companies. For white papers and information on customer retention strategies, see http://www.thedanielgroup.com or call 877-967-4242.

SOURCE The Daniel Group