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We use penalty-reward analysis to quantify what drives dissatisfaction versus delight—so teams can prioritize improvements that will move overall satisfaction the most.
Our team supports model setup, variable preparation, and segment comparisons across markets and touchpoints—helping you separate must-haves from performance drivers and delighters.
You receive practical deliverables—impact scores, prioritization outputs, and clear recommendations—ready for roadmap and CX action planning.
We confirm the outcome you want to explain—satisfaction, NPS, or likelihood to repurchase—and review the attribute ratings available, advising on the best setup for your study.
We prepare the variables for analysis: cleaning the data, grouping attribute ratings into low, expected, and high performance, and defining the segments to compare.
We estimate how much the overall outcome falls when an attribute underperforms and how much it rises when the attribute performs well, giving a penalty and a reward score for each attribute.
Attributes are classified as must-haves, performance drivers, or delighters. We compare results across customer types, regions, or product lines to show where drivers differ.
You receive a findings deck with penalty/reward scores, an action priority map, segment insights, and the supporting analysis tables.
Identify “must-haves” vs “delighters” to prioritize experience improvements.
Quantify downside risk when key attributes underperform.
Focus investment where it will move satisfaction and loyalty most.
Create clear action plans for product, service, and CX roadmaps.
Let's get started — Book a 30-minute discovery call.
Book a Call
Want to know what to fix first and what will truly delight customers? Our team can run penalty-reward analysis and translate results into a prioritized improvement roadmap.