Case Studies

CSAT Program

steinbergj@eurekafacts.com (Jonathan Steinberg) — Thu, 11 Jun 2026 16:19:45 GMT

EurekaFacts supports a large-scale customer experience measurement initiative for the New York E-ZPass Customer Service Center, operated by a prime contractor on behalf of the New York State Thruway Authority, Triborough Bridge and Tunnel Authority, and the Port Authority of New York & New Jersey. The customer service center manages hundreds of thousands of customer interactions annually across multiple communication channels and employs more than 700 customer service representatives (CSRs). As the independent research and analytics partner, EurekaFacts is responsible for designing, administering, analyzing, and reporting on a comprehensive customer satisfaction (CSAT) measurement program that collected feedback from several thousand customers each month.

Scope and Methodology

The project began with a strategic assessment involving stakeholder interviews, document reviews, and a review of industry best practices to identify the customer experience metrics most critical to organizational goals and contractual performance requirements.

Through an in-depth literature review, EurekaFacts developed a short, yet robust survey designed to be presented through both interactive voice response (IVR) and chat-based systems in both English and Spanish to customers following interactions with call agents. The survey examines concepts most related to customer satisfaction (CSAT) such as first contact resolution, how the interaction compared to expectations, agent professionalism, knowledge, interest, and communication, and overall satisfaction with the provided products and services. An open-ended question allows customers an opportunity to express verbatim opinions about their experience. The program generates tenths of thousands of customer feedback responses each month, creating a robust dataset for ongoing performance monitoring.

Analytical Approach

EurekaFacts implemented a comprehensive analytics framework that combined quantitative and qualitative data analysis. Survey responses are collected daily and integrated into reporting systems that generate CSR scorecards, performance dashboards, and trend analyses. Open-ended customer comments are subjected to sentiment analysis and categorized according to key service quality dimensions. Feedback is analyzed to identify emerging issues, recurring customer concerns, and opportunities for service improvement at both the individual CSR and organizational levels.

The team produces daily operational reports, as well as weekly and monthly summaries that track performance trends over time. Customers reporting unresolved issues are flagged through a secure tracking process for follow-up, while negative customer feedback requiring quality assurance review is escalated to management teams. Analytical outputs include graphical dashboards, trend analyses, sentiment summaries, and performance benchmarking across service teams and contact channels.

FINDINGS, RECOMMENDATIONS, and Impact

The analysis provides executive leadership, quality assurance teams, and operational managers with actionable insights into customer satisfaction drivers and employee performance trends. EurekaFacts has identified opportunities to improve customer experience through targeted CSR coaching, enhanced training on knowledge and communication skills, and process improvements related to issue resolution.

The resulting recommendations enable management to proactively address performance gaps, improve service consistency, strengthen accountability, and enhance customer support outcomes. The CSAT program became a key performance management tool, providing independent, data-driven measurement of customer experience and helping the client maintain strong service quality performance while offering transparent reporting to multiple transportation agencies and executive stakeholders. The initiative demonstrates how large-scale customer feedback data can be transformed into actionable intelligence that drives continuous operational improvement and informed executive decision-making.

Capability developing Meaningful Metrics and identify Performance Progress Gaps
As part of our research and analytical capability, EurekaFacts has developed metrics in consultation with clients so that Key Performance Indicators can be implemented and used to influence organizational performance. Among these, are the development of voice of the customer metrics, consumer sentiment, performance standards on various service/related metrics, brand, and measurements of impact of programs and communications campaigns. Through expertise in qualitative research and secondary data analysis we conduct best practices environmental scanning, key stakeholder interviews, convene subject matter experts and synthesize information to identify measurement objectives. Our methodology provides a path to define information mission into information needs lists and then to transform these into constructs. Our methodologists and statisticians then identify the required data sources to utilize, develop instruments and data management processes, capture and analyze data to provide reliable, data elements that an organization can use. For Federal clients we assist in the preparation of OMB submissions and use or IRB for data collections from the public. Our data collection teams collect primary data, source secondary data as needed, prepare data, analyze and aggregate to meet the information objective. Our analysts also develop data visualizations and dashboards to deliver information at the levels required by the organization. Our team also utilizes our adaptation of the IBM CRISP-DM methodology for data science, monitoring to identify needs for data maintenance or degradation of data models over time.

Similar Research Conducted by EurekaFacts

Community satisfaction programs
Membership surveys, member satisfaction, needs assessments, market studies, new member surveys, lapsed member studies
Patient Satisfaction Surveys
Member needs profiling and segmentation
Best-member studies, members at risk, and other predictive modeling
Readership and content delivery surveys
Advertising and branding assessments, message development, and testing
Member dues structure and optimum pricing
Volunteer/civic engagement program evaluation
Industry economic and market studies

Health Messaging

Laura McCulla — Thu, 16 Apr 2026 13:48:28 GMT

IMPROVING HEALTH MESSAGING THROUGH AUDIENCE-CENTERED RESEARCH

EurekaFacts helps public health organizations strengthen tobacco and cannabis messaging by revealing how real audiences actually interpret, misunderstand, and respond to health communications before they go into the field.

Through applied message testing research, we evaluate how youth, young adults, and adult audiences process prevention and risk messaging—identifying what resonates, what creates confusion, and what drives disengagement. This work ensures that communication strategies are not only clear, but also credible, relevant, and grounded in audience reality.

Across tobacco and cannabis-focused studies, we test variations in language, tone, and framing to determine which message structures improve understanding and which unintentionally dilute or distort intent. The result is messaging that performs better with the audiences it is designed to reach.

Transportation Brand Testing

restrepoj@eurekafacts.com (Jorge Restrepo) — Mon, 06 Jan 2020 13:00:00 GMT

Maryland Transportation Authority (MDTA)

Maryland Transportation Authority (MDTA) sought an evaluation of Maryland toll road drivers to gather input, reactions, and receptivity to changes in brand elements (icons, naming conventions, messaging) for a new public-facing website, self-service account, and mobile app.

Measuring Customer Satisfaction

restrepoj@eurekafacts.com (Jorge Restrepo) — Thu, 31 Oct 2019 13:00:00 GMT

Large Scale Customer Satisfaction Research

When third parties provide and deliver services, often operating under various business models and structures, how do you measure customer satisfaction? Research to measure customer satisfaction requires careful design. Lessons learned from this large-scale customer satisfaction research provide many insights that can be leveraged by private and public sector organizations delivering services to the public.

Latino Food Safety

restrepoj@eurekafacts.com (Jorge Restrepo) — Mon, 28 Oct 2019 13:00:00 GMT

Latino Food and Beverage Research

Beliefs and Behaviors Impacting Latino* Food Safety

Conducting Latino food safety research on consumption and other behaviors and beliefs in the US population hinges on the often-overlooked complexity of accounting for awareness, use, linguistic variation, and cultural elements in food ingredients, preparation, and consumption.

Qualitative Research

restrepoj@eurekafacts.com (Jorge Restrepo) — Thu, 24 Oct 2019 13:00:00 GMT

Improve Communications and Outreach Programs

Examining barriers and challenges in accessing services offers insights into how to address them and shape better communications, outreach, and service. In this instance, the State of Maryland operates a program designed to support the health insurance exchange for small businesses. As enrollment in health insurance has risen, uninsured populations are small pockets with unique characteristics. A communications firm engaged in the effort of communicating about health insurance with uninsured Maryland residents and small business owners tasked EurekaFacts with conducting qualitative research to help pinpoint areas where improvements could be made.

Large Scale Data Collection

restrepoj@eurekafacts.com (Jorge Restrepo) — Mon, 30 Sep 2019 13:00:00 GMT

Large Scale In-Person Data Collection

Large assessments and instruments need to be calibrated to align scores. Scores need to be calibrated for normal ranges found in a population, and scoring rubrics need to meet reliability standards across subgroups of the population.

LGBTQ Tobacco Prevention

restrepoj@eurekafacts.com (Jorge Restrepo) — Thu, 29 Aug 2019 13:00:00 GMT

LGBTQ Smoking Prevention and Cessation

EurekaFacts, in support of the Center for Tobacco Prevention and Control (CTPC), aimed to understand the knowledge, attitudes, and behaviors regarding tobacco use and cessation services among the Baltimore Metro Area’s lesbian, gay, bisexual, transgender, and queer (LGBTQ) communities.

Consumer Choices

restrepoj@eurekafacts.com (Jorge Restrepo) — Sun, 25 Aug 2019 13:00:00 GMT

My Plate/Mi Plato

Consumer Choices and Healthy Eating

Informing communications on healthy eating for Americans is challenging. These communications depend on perceptions, decision-making patterns, and wide variability in US subcultures. To promote healthy eating, the US Department of Agriculture (USDA), through its Center for Nutrition Policy and Promotion (CNPP), teamed with the Health and Human Services (HHS) Administration to develop and disseminate the Dietary Guidelines. In 2015, these guidelines known as My Plate / Mi Plato were published.

Program Evaluation

restrepoj@eurekafacts.com (Jorge Restrepo) — Tue, 11 Jun 2019 13:00:00 GMT

Enhancing English language teaching and learning overseas is central to the mandate of the U.S. Department of State’sBureau of Educational and Cultural Affairs (ECA)to increase understanding between the people of the United States and the people of other countries. English language programming also increases opportunities for collaboration and innovation for American citizens, organizations and businesses overseas, provides academic and professional opportunities to underserved communities abroad, and meets the high demand for English language instruction and guidance around the world.