Customer Survey Analysis That Ranks Why Customers Would Leave
A survey tool gives you response counts. It rarely tells you which concern is broadest, which is most urgent and which groups of customers feel it most. I turn raw survey data into a ranked, filterable view of what matters.
What One Survey Can Reveal
From my banking customer satisfaction survey case study for CS Associates, analysed in Power BI.
of respondents were likely or more to leave over security concerns, making it the broadest churn driver
were highly likely to leave over poor customer service, the most urgent driver even though it is not the broadest
said ATM cash-outs were the least likely reason to leave, a sign the customer base had already moved to digital
How Survey Analysis Works
From a raw export to a ranked, interactive report.
Review the Questionnaire and Data
I check how questions were asked, how responses were coded and where the data may be biased, so conclusions are based on what the survey can really support.
Model the Data for Analysis
Respondent demographics are linked to ranked responses in a proper data model, which makes it possible to cut every result by segment without rebuilding anything.
Rank Drivers and Compare Segments
Breadth (how many are affected) is separated from urgency (how strongly they feel), then compared across groups such as age, income source or channel.
Build the Interactive Report
A Power BI report lets stakeholders filter by segment themselves, with written recommendations next to the visuals.
What You Receive
Cleaned Survey Dataset and Data Model
A tidy, documented dataset and relationship model ready for repeat waves of the same survey.
Driver Ranking
Every reason for leaving ranked by breadth and by urgency, so priorities are clear.
Segment Comparisons
Results cut by demographics and behaviour to show who is most at risk.
Interactive Power BI Report
A shareable dashboard with filters, built with Power Query and DAX.
Recommendations
Practical actions tied to each finding, written for the people who will carry them out.
Related Projects
Case studies showing survey and customer-journey analysis in action.
Survey Analysis · Power BI
Bank Churn Survey
Security is the broadest churn driver; poor service is the most urgent.
Funnel Analytics · Path Analysis
Conversion Journey Analysis
9,935 sessions mapped to find where users drop off.
App Reviews · NLP
Moniepoint Review Analysis
Pair survey scores with what customers say in their own words.
Common Questions
Yes. Send me the export (Excel or CSV) and the questionnaire. I will review the data quality first and tell you honestly what the survey can and cannot support before analysing it.
I can review and improve your questions, response scales and sampling approach so the next wave produces data that is easier to analyse. Most of the work is on the analysis side.
CSAT measures satisfaction with a specific interaction or purchase. NPS measures how likely customers are to recommend you. Churn-driver surveys ask what would make customers leave and how likely each reason is. They answer different questions and work best together.
Power BI with Power Query and DAX for the data model and interactive reports, plus Python for statistical testing and text analysis of open-ended answers when needed.
Get Answers From Your Survey
Turn Survey Responses Into a Ranked Action List
Share the survey you have run or plan to run. First call is free, and I will outline what the analysis and report would include.
Book a Free Discovery CallRemote worldwide · adeyemi@adediranadeyemi.com