Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some less, and there are many varying schools of thought on how to implement techniques. What’s the right way of doing it? It all depends. It depends on the business objective, the need for information, and how the findings will be used.
http://customerthink.com/what-drives-loyalty-really-do-you-want-a-car-with-four-wheels-or-good-service/
