Multi-Class Confusion Matrix Reduction method and its application on Net Promoter Score classification problem

2021 ◽  
Author(s):  
Ioannis Markoulidakis ◽  
George Kopsiaftis ◽  
Ioannis Rallis ◽  
Ioannis Georgoulas
Keyword(s):  
Reduction Method ◽  
Confusion Matrix ◽  
Classification Problem ◽  
Matrix Reduction ◽  
Net Promoter Score ◽  
Net Promoter

scholarly journals Multiclass Confusion Matrix Reduction Method and Its Application on Net Promoter Score Classification Problem

Technologies ◽  
2021 ◽  
Vol 9 (4) ◽  
pp. 81
Author(s):  
Ioannis Markoulidakis ◽  
Ioannis Rallis ◽  
Ioannis Georgoulas ◽  
George Kopsiaftis ◽  
Anastasios Doulamis ◽  
...  
Keyword(s):  
Performance Metrics ◽  
Reduction Method ◽  
Confusion Matrix ◽  
Area Under The Curve ◽  
Classification Problem ◽  
Machine Learning Algorithms ◽  
Classification Problems ◽  
Net Promoter Score ◽  
Novel Method ◽  
Net Promoter

The current paper presents a novel method for reducing a multiclass confusion matrix into a 2×2 version enabling the exploitation of the relevant performance metrics and methods such as the receiver operating characteristic and area under the curve for the assessment of different classification algorithms. The reduction method is based on class grouping and leads to a special type of matrix called the reduced confusion matrix. The developed method is then exploited for the assessment of state of the art machine learning algorithms applied on the net promoter score classification problem in the field of customer experience analytics indicating the value of the proposed method in real world classification problems.

KLIENT W CYFROWYM ŚWIECIE — DOŚWIADCZENIA NIEMIECKIEJ BRANŻY UBEZPIECZENIOWEJ

2018 ◽  
pp. 51-58
Author(s):  
Judyta Przyłuska-Schmitt
Keyword(s):  
Big Data ◽  
Net Promoter Score ◽  
Net Promoter

Celem artykułu jest określenie wpływu digitalizacji branży ubezpieczeniowej na zadowolenie klientów. A dokładniej, w jaki sposób proces zmian, spowodowany potrzebą wzmocnienia użyteczności technologii cyfrowej, wpływa na działalność niemieckiego sektora ubezpieczeniowego w budowaniu nowej jakości relacji z klientem. Artykuł opiera się na analizie literatury przedmiotu i zagadnień dotyczących koncepcji budowania relacji z klientem w sieci. Efekty procesu zmian zachodzących na rynku pod wpływem rozwoju i wykorzystania nowych technologii odczuwają wszyscy uczestnicy życia gospodarczego, a zwłaszcza branża ubezpieczeniowa, która jest szczególnie predystynowana w tym zakresie. Dzięki wykorzystaniu Big Data i metody Net Promoter Score ubezpieczyciele mogą w sposób efektywny oferować wartość dodaną swoim klientom oraz dbać o własną markę i lojalność klienta. Przedstawione w artykule treści podkreślają zarówno nowe możliwości wykorzystania w branży ubezpieczeniowej nowoczesnych technologii do budowania nowych jakości interakcji z klientem, jak też wskazują potrzebę dostosowania się do rzeczywistości podyktowanej oczekiwaniami społeczeństwa informacyjnego.

Enabling Customer-Centricity and Relationship Management using Net Promoter Score

2018 ◽  
Vol 9 (2) ◽  
pp. 115-126 ◽  
Author(s):  
Nicoleta Valentina Florea ◽  
Dorina Antoneta Tănăsescu ◽  
Anişoara Duică
Keyword(s):  
Relationship Marketing ◽  
Performance Indicators ◽  
Simulation Modeling ◽  
Customer Value ◽  
Future Trends ◽  
New Methods ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Customer Centricity ◽  
Loyal Customers

Abstract We are in the fifth era of marketing development, that of relationship marketing, where the environment is influenced by globalization, informatization, market liberalization, and the overcapacity of production, and the focus will be not on increasing the volume of production, but on obtaining profit using relationship with profitable customers. Customer-centricity, customization, one-to-one relationship and measuring the value of each customer is an advantage in the fearless market. Organizations if they knew what customers wants would offering only those products or services they want, but to help them to know the customers’ needs better, they use models, new methods and calculation of performance indicators. One of the models which help organizations to determine the customer value and centricity is Net Promoter Score (NPS), its formula being developed by Reichheld F. in 2006. Our research is made on 10 organizations and on 150 respondents and is consisting in using NPS in order to observe customers’ perception of the analysed brands, to measure how well the brand is having satisfayed and loyal customers, and the desire for recommendation of the analysed brand. Our article is using simulation, modeling and IT programs to observe possible relationships and future trends.

scholarly journals Economic expenditure in low-cost fitness centers: Differences according to the loyalty and characteristics of the client

2016 ◽  
pp. 137 ◽  
Author(s):  
J. García Fernández ◽  
P. Gálvez Ruíz ◽  
A. Bernal García ◽  
L. Vélez Colón
Keyword(s):  
Low Cost ◽  
Fitness Centers ◽  
Net Promoter Score ◽  
Net Promoter

Debido al incremento en el número de instalaciones y clientes, los centros de fitness están siendo examinados para comprender el comportamiento del consumidor que asiste a estas organizaciones deportivas. Por ello, el objetivo de esta investigación fue analizar si existían diferencias de gasto económico en base al perfil y a la fidelidad de clientes en centros de fitness low-cost. La muestra se compuso de 8462 clientes de los que el 50.9% (<em>n</em>=4303) fueron mujeresy el 49.1% (<em>n</em>=4159) hombres. Se realizaron análisis descriptivos y de la varianza para dar respuesta al objetivo. Los principales resultados indican que existen diferencias significativas en cuanto al gasto económico según el género, la edad, la permanencia en la organización y las intenciones de comportamiento medidas con el Net Promoter Score. Estos hallazgos son de especial relevancia ya que favorecen el conocimiento detallado de los clientes, y de cuáles son las variables que se deberían gestionar adecuadamente para aumentar el gasto.

scholarly journals Optimizing the electronic health record: An inpatient sprint addresses provider burnout and improves electronic health record satisfaction

2020 ◽  
Author(s):  
Jennifer R Simpson ◽  
Chen-Tan Lin ◽  
Amber Sieja ◽  
Stefan H Sillau ◽  
Jonathan Pell
Keyword(s):  
Confidence Interval ◽  
Electronic Health Record ◽  
Health Record ◽  
Advanced Practice ◽  
Log Data ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Electronic Health ◽  
Emotional Recovery ◽  
Very High

Abstract Objective We sought reduce electronic health record (EHR) burden on inpatient clinicians with a 2-week EHR optimization sprint. Materials and Methods A team led by physician informaticists worked with 19 advanced practice providers (APPs) in 1 specialty unit. Over 2 weeks, the team delivered 21 EHR changes, and provided 39 one-on-one training sessions to APPs, with an average of 2.8 hours per provider. We measured Net Promoter Score, thriving metrics, and time spent in the EHR based on user log data. Results Of the 19 APPs, 18 completed 2 or more sessions. The EHR Net Promoter Score increased from 6 to 60 postsprint (1.0; 95% confidence interval, 0.3-1.8; P = .01). The NPS for the Sprint itself was 93, a very high rating. The 3-axis emotional thriving, emotional recovery, and emotional exhaustion metrics did not show a significant change. By user log data, time spent in the EHR did not show a significant decrease; however, 40% of the APPs responded that they spent less time in the EHR. Conclusions This inpatient sprint improved satisfaction with the EHR.

InHouse Call: Streamlining Communication to Optimize Efficiency and Patient Care in a Hospital (Preprint)

2021 ◽  
Author(s):  
George Schilling
Keyword(s):  
Pilot Study ◽  
Patient Outcomes ◽  
Economic Burden ◽  
Team Member ◽  
Average Amount ◽  
Traditional Methods ◽  
Poor Patient ◽  
Net Promoter Score ◽  
The Mean ◽  
Net Promoter

BACKGROUND Communication failures disrupt physician workflow, lead to poor patient outcomes, and are associated with significant economic burden. To increase efficiency with contacting a team member in a hospital, we designed an information directory app, InHouse Call. OBJECTIVE To describe the design of InHouse Call, objectively compare the usefulness of the app versus traditional methods (operator or pocket cards, etc.), and determine its subjective usefulness through user surveys and Net Promoter Score (NPS). METHODS Pilot study utilizing Before-After trials. The effectiveness of InHouse Call in connecting the user with a contact in the hospital was measured through timed trials comparing the amount of time spent in attempting to make the connection using traditional methods versus the app. Usability was measured through exit surveys and NPS. RESULTS The average time spent connecting to the correct contact using traditional methods was 59.5 seconds compared to 13.8 seconds when using InHouse Call. The degree of variance when using traditional methods was 1544.2 compared to 19.7 with InHouse Call. A call made using the traditional methods deviated from the mean by 39.3 seconds compared to 4.4 seconds when using InHouse Call. InHouse Call achieved an NPS of 95. CONCLUSIONS InHouse Call significantly reduced the average amount of time spent connecting with the correct contact as well as the variability to complete the task. The app garnered a high NPS and positive subjective feedback.

scholarly journals Gebruik van customer feedback metrics door dienstverleners

2014 ◽  
Vol 88 (7/8) ◽  
pp. 274-281
Author(s):  
Evert de Haan ◽  
Peter Verhoef ◽  
Thorsten Wiesel
Keyword(s):  
Wordt Door ◽  
Customer Feedback ◽  
Net Promoter Score ◽  
Zijn Voor ◽  
Net Promoter

Voor de evaluatie van diensten wordt door veel bedrijven gebruik gemaakt van zogenaamde customer feedback metrics (CFMs). Deze maatstaven, zoals klanttevredenheid en de Net Promoter Score (NPS), geven een indicatie hoe het klantenbestand over het bedrijf denkt, wat een goede indicator kan zijn voor (toekomstig) klantgedrag en voor bedrijfsprestaties. In dit artikel bespreken we de wetenschappelijke bewijzen voor de link van verschillende maatstaven met klanten bedrijfsprestaties. Vervolgens behandelen we hoe informatie omtrent deze maatstaven gebruikt kan worden om effectief beter te presteren.

Sign in / Sign up

Export Citation Format

Share Document