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Abstract:
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In customer experience measurement, performance rankings are often published for customer evaluation or monitoring by their governing corporations. Examples include performance rankings of hospitals, ratings and rankings automobile dealerships by automobile manufacturers, and hotel properties by hotel chains to list a few. Very often the performance scores and rankings are influenced by the composition of the customers and not by the quality of service provided. These influences can affect the ratings and their rankings. In this paper, we explore a comparison of approaches to rank performance. We will explore and compare three approaches -- regression-based calibration methods to adjust scores, a fair scorecard approach that adjust benchmarks for comparability, and rankings based on unadjusted scores. The paper will delve into differences and its uses.
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