Predicting the Opinion of Customers at Rabobank using Data Mining Techniques
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2016-05-27
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en
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Abstract
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.
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Faculteit der Sociale Wetenschappen