Data-driven user engagement metrics for updatable home appliances
Developing a new metric for measuring customer satisfaction based on user activity data.
2023.06 – 2024.05
·Motivation
In non-contractual settings, customer satisfaction is hard to measure as real churn is not directly observable. Many existing metrics also fail to capture true user satisfaction.
·Methodology
Use survival-analysis techniques (e.g., the Kaplan-Meier estimator) to measure customer retention.
·Contribution
Developed a novel metric that accurately measures customer retention in a non-contractual environment.
