This presentation will introduce our company's customer satisfaction survey efforts and the analysis method used in JMP to analyze the survey results. We used JMP's visualization features and statistical analysis methods to understand customer feedback, identify our company's challenges, and identify customer needs. We will then provide a detailed explanation of the analysis process. We will present eight analysis examples, including cross-tabulation, year-to-year comparisons, and correlation analysis. In particular, the "Strengths and Weaknesses Test" using bivariate relationships and the "Key Drivers Analysis" using Graph Builder and correlation analysis will be of interest to JMP users who conduct other surveys. Furthermore, we will report on how the analysis results are utilized in internal improvement activities, including practical examples from the field.
