Predicting the Opinion of Customers at Rabobank using Data Mining Techniques
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Rabobank aims to have an excellent customer experience. This thesis explores various facets of modeling the opinion of each individual Rabobank customer. A qualitative research is done to find potential applications of predicting performance indicators (PIs) and key drivers. A data mining implementation is made in an attempt to predict PIs and key drivers using information about customers and information about recent contact moments. Customer Feedback Monitor is introduced as a new framework to combine knowledge about customers and to enable more personalized interactions. This newly introduced approach is evaluated amongst stakeholders and a plan is made for implementation.
Faculteit der Sociale Wetenschappen