How to Use Key Driver Questions in Your Survey

Key Drivers question type is used to measure the impact different factors affecting your customers’ experience with your service or product. Within the Key Driver Analysis report, multiple potential Drivers will be examined for their potential relationship with and impact on a target CX Metric.

The CX Metric (NPS, CSAT, or CES) is the selected measure of progress that may be influenced by Drivers.

For example: A company might be concerned about their clients’ overall satisfaction with a particular product or service. The target outcome Metric, in this case, would be an overall satisfaction score (CSAT).

The Drivers are performance-based metrics that may have a possible impact on the CX Metric being studied. These variables are studied because of a perceived potential impact on the metric.

For example: If a company’s core CX Metric is overall satisfaction for a product or service, potential Drivers might include helpfulness of employees, value of products, or convenience of location.