Statistical Analyst, Contract - Cisco (San Jose, CA)

Client: Cisco Systems

Duration: 10-12 week project. Please note, this is a strictly a Managed Project opportunity, whereby, the consultant may be required to put in hours based on deliverables / project scope. (This is purely consultative in nature and may not require 40 hours per week)

The above consultant would work in conjunction with a SME for Survey and will provide the following:

• Statistical Analysis
• Regression Analysis
• Data Analysis
• Correlation Analysis to overall customer satisfaction
• Examining post survey results
• Researching transactional surveys (Phone / Email)
• Experience in similar field - Survey Analysis / Customer Satisfaction Analysis is a MUST

Scope of Services Required:

The goal of this engagement is to determine if the current Post Sales Technical Support satisfaction questions in use in the annual relationship survey are well understood by customers or if re-wording is needed. Also want to determine if client is asking the right questions based on gaining an understanding of what is important to customers - what are the key attributes of support that contribute to customer satisfaction and loyalty. Final product would be a proposal for what specific questions should be asked in the survey - supported by findings from direct interaction with a representative sample of customers. Consultant would be responsible for designing and executing the customer study that would lead to these findings.

Work Product:

• Define a methodology for gathering feedback from a representative sample of Client customers who would receive and respond to the Post Sales Technical Support portion of the Client relationship survey - including determining sample size and sampling approach.
• Develop, test and implement methodology for qualitative analysis of the current survey questions, for use with individuals, small groups (mini-focus groups of 2 to 4 customers) or in a focus group setting (5 or more customers).
• Develop recommendations for revisions to the annual Client relationship survey, if any, and their implications for analysis of past, current and future data, including the repetition of the statistical analyses described above after the revisions have been completed to document the improved performance of the survey instrument.
• Draft proposal for how new questions can be tested to demonstrate improved survey performance, including required sample size and sampling approach to achieve statistically valid results.

• Methodology shall be documented in enough detail such that Client can re-execute study in the future if so desired.
• Documentation of Customer feedback gathered in interviews or interactions shall be provided in both raw and summarized formats.
• Final recommendations shall include analysis of quantitative and qualitative data used to draw conclusions.

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