Customer Satisfaction

by Erik Perez

Submitted : Fall 2012

When I thought about the application of Calculus to my everyday life, one idea that came to mind is the employer I currently work for. I work for Capital One in the High Value Servicing department for credit card. I decided to base my project around my employer because I deal with algorithms and creating charts using raw data every day. So this project was an important way for me to help my company grow and prosper if I can help them find a solution to some problems they may have. One important aspect of Capital One is their customer surveys that are sent out once a customer calls into Capital One. This survey entails 5 choices in which the customer can describe the level of service they received. The five choices include completely satisfied, very satisfied, somewhat satisfied, not very satisfied and not at all satisfied. Based on the customers response, this data is collected and a customer satisfaction report is generated in which it describes in percentage how the customer rated their service. Our department goal is ninety percent in order to stay compliant and competitive with other major credit card companies. I decided to work with the surveys and determine the probability that a customer response to a survey was either the top two choices, completely and very satisfied. Using the law of total probability, I was able to determine the probability that customers responded with a completely and very satisfied response out of thirty surveys and their one hundred and fifty choices. In the end, I was able to gather sufficient data to prove that this mathematical equation can be crucial to the development of Capital One.

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