Sendstars is a package delivering company that recently made a study on its customer retention and service renewal metrics. They found that most customers defected from using Sendstars' services due to customer dissatisfaction stemming from delivery personnel being rude or ill-mannered. To curb this issue, Sendstars gave special training to its employees in customer service. Which of the following data mining approaches did Sendstars employ when they decided to train their employees in customer care based on the study?
A) association
B) cause-and-effect modeling
C) classification
D) reduction

Question

Quizplus · Accepted Answer

Sendstars used cause-and-effect modeling to identify the root cause of customer defection and to determine that the behavior of delivery personnel was the primary cause. They then used this information to develop a solution, which was providing customer service training to their employees.

Sendstars Is a Package Delivering Company That Recently Made a Study