CART® Classification for Predict Multiple Choice Survey Responses

Use CART® Classification to use complex relationships with multiple predictors to predict multiple choice survey responses.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

A multiple choice survey question is one where the response can take on three or more categorical outcomes.

In this worksheet, Response is the response. The response event is Social media. Customer Satisfaction is a continuous predictor, and Call Center Location and Department are categorical predictors.

C1-T	C2	C3-T	C4-T
`Response`	`Customer Satisfaction`	`Call Center Location`	`Department`
Social media	8	East	Billing
Social media	6	East	Customer Service
Referred by a friend	5	West	Billing
Company website	8	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Customer Satisfaction, select Multiple choice survey.
Select Predict multiple choice survey responses, then click OK.
Select CART® Classification, then click OK.
From the drop-down list, select Multinomial response.
In Response, enter the variable that contains the survey responses. Multinomial variables are categorical variables that have three or more possible levels. The response is also called the Y variable.
In Response event, select the value that represents the event you want to predict.
In Continuous predictors, enter the continuous variables that may explain or predict the response. The predictors are also called X variables.
In Categorical predictors, enter the categorical variables that may explain or predict the response. The predictors are also called X variables.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.