Laddering methodology
What is the Voice of the Customer?
2
© 2009, KPA Ltd., all rights reserved
Laddering methodology
Definition
Laddering methodology
The model
4
© 2009, KPA Ltd., all rights reserved
Laddering methodology
An example
PERSON:
Emotions CAR DRIVER
and values
Values
Benefits Benefits
(consequences)
TOYOTA CAR
to the person
Price
Features
Fuel
consumption
Product Modern
Brand design
Attributes Brand
Laddering methodology
A typical laddering interview
(The interviewer has established that fuel economy (low fuel consumption)
is the most important car attribute)
Q. Can you explain to me why you care about cutting down on pollution?
Q. And if you are not greener? What are the consequences for you then?
6
© 2009, KPA Ltd., all rights reserved
Laddering methodology
A typical laddering analysis
Value
Makes me feel good. To be happy!
Feel good
Consequence
Obligation to
I have an obligation for future generations. It’s just part of my ethic - Individual
I feel responsible
next generation
means-
means-end
Consequence
chain
We must be The atmosphere is fouled and I should do my bit. We must all be greener
‘greener’
Consequence
Use as little as possible. Cut down on pollut ion
Less pollution
Characteristic
Fuel Fuel economy is a very important car characteristic for me
consumption
Laddering methodology
A typical laddering analysis
Financial Self
Feel good expression
securit y
Spend
money on Individual
other
things means-
means-end
corresp.to chain
personality
Budget
V alue
f . money
Fuel
consump. Modern
Price look
8
© 2009, KPA Ltd., all rights reserved
Laddering methodology
A typical laddering analysis
Many things
to transport I have a family, we always take a lot of
for family luggage with us, need space ‘To feel more relaxed’
Avoid stress ‘I feel at ease’
Family / ‘I don’t want to feel tired’
child friendly We've recently had another child so we need a bigger car ‘I don’t like getting crazy about things’
I must think of my family when I buy a car
It has to fit the whole family ‘I can feel comfortable in the car’
Like to be ‘I like comfort and well-being’
comfortable
‘I need a car which although small has room for me’
Transport I want to be able to transport bigger things ‘To feel well inside’
many things when necessary
Drive comfortably
Large interior
Everybody needs to feel comfortable
The whole atmosphere is more relaxed and friendly
Performance Large interior
Laddering methodology
A typical laddering analysis
Financial Self
Feel good Survival
security expression
Spend
money on
other Peace
things of
mind
corresp.to
personality
Budget
Feeling young
protected singles/couples
families
em pty nesters
modern
Fuel
look
consump. Safe
10
© 2009, KPA Ltd., all rights reserved
Laddering methodology
A typical laddering analysis
Spend
money on
other
things
Budget
Value
f. money
Fuel
Price consump.
11
Laddering methodology
A typical laddering analysis
POSITIONING
MODEL
STRATEGY
Care for Self
Driving force family fulfilment
Value Bridge: and on the other hand the
owner of the Yaris Verso takes a definite
stand concerning the styling
Family/child
friendly Personal relevance Bridge: On the one hand
Transport the car complies with the transport needs of a
many young family
things
Consumer Drive
comfortably Avoid
benefits stress
12
© 2009, KPA Ltd., all rights reserved
References
- Claeys, C., Vanden Abeele, P.: Consumers’ means-end chains for “think” and “feel” products;
International Journal of Research in Marketing, 12, pp. 193-208, 1995
- Hofstede, F, Audenaert, A, Steenkamp, J.B.E.M, Wedel, M: An investigation into the association
pattern technique as quantitative approach to measuring means-end chain, International
Journal of Research in Marketing, 1998.
- Kenett, R. and Zacks, S.: Modern Industrial Statistics, Duxbury Press: San Francisco, 1998
- Fuchs C. and Kenett, R.: Multivariate Quality Control, M. Dekker: New York, 1998
- Izard, C.A.: Human Emotions. Plenum Press New York, 1977.
- Reynolds, T.J., Gengler, C.E., Howard D.J.:A means-end analysis of brand persuasion through
advertising; international journal of research in marketing 12 (October 1995) pg 257-266
- Reynolds, T.J. and Gutman, J: Laddering theory, method, analysis and interpretation.; Journal of
advertising research , pp 11-13, 1988
- Sukhdial, A.S., Chakraborty, G., Steger, E.K., Measuring values can sharpen segmentation in the
luxury auto market; Journal of Advertising Research, pp. 9-22, 1995
13
14
© 2009, KPA Ltd., all rights reserved
Most Best To be
Company Values Code Important Feature improved TOTAL
Can Do D1 5 3 2 10
Customer First D2 5 3 4 12
Result Driven D3 4 3 6 13
Excellence D4 5 5 3 13
Collaboration D5 2 2 0 4
Accountability D6 0 1 5 6
Respect for Ind. D7 1 2 2 5
15
16
© 2009, KPA Ltd., all rights reserved
Symmetric Plot
Most Important:
1.0
> Can do
> Customer first
0.5
Component 2
C an Do
Most Important
Result Driven
Best:
Best Customer First To be improved
0.0 Excellence
> Excellence Best COMVERSE Values Accountability
Respect for Ind.
C ollaboration
-0.5
To be improved:
improved
> Result Driven -0.5 0.0 0.5 1.0
Component 1
17
Most Best To be
Values Code Important Feature improved TOTAL
Customer satisfaction C1 5 4 5 14
Effectiveness - Efficiency C2 9 4 8 21
Customer information C3 0 2 0 2
Quality C5 1 3 0 4
Reliability C6 0 0 2 2
18
© 2009, KPA Ltd., all rights reserved
Percent
10
Count
60
8
6 40 satisfaction are
4
20 the most
2
0 0 important values
Values y n ity er
ie
nc
fa
ct
io
Qu
al
O
th (93.3%)
ffic tis
E
- sa
ss er
ne om
tive st
c
fe Cu
Ef
Count 9 5 1 0
Percent 60.0 33.3 6.7 0.0
Cum % 60.0 93.3 100.0 100.0
19
8 60
6
40
efficiency and
4
20
customer
2
0 0
satisfaction are
Values r
tio
n
ie
nc
y
al
ity
at
io
n
Ot
he the best value
f ac if c Qu m
tis Ef or (61.5%)
sa - inf
e r ss e r
e
om en om
st tiv st
Cu f ec Cu
Ef
Count 4 4 3 2 0
Percent 30.8 30.8 23.1 15.4 0.0
Cum % 30.8 61.5 84.6 100.0 100.0
20
© 2009, KPA Ltd., all rights reserved
Percent
10
Count
60
8
satisfaction need
6 40
4
20
to be improved
2
0 0
(86.7%)
Values y n y r
nc io lit he
ie ct bi Ot
ffic is f
a l ia
-
E at Re
s r s
es e
en om
tiv st
fe
c Cu
Ef
Count 8 5 2 0
Percent 53.3 33.3 13.3 0.0
Cum % 53.3 86.7 100.0 100.0
21
Symmetric Plot
To be improved:
improved
Reliability
1.0
> Effectiveness/efficiency
> Customer Satisfaction
C ustomer information
0.5
To be improv ed
Best Personal Values
Component 2
Most Important
Best:
Best -0.5
> Quality
-1.0
-1.5
Most Important:
-1.5 -1.0 -0.5 0.0 0.5 1.0
> Effectiveness/efficiency Component 1
22
© 2009, KPA Ltd., all rights reserved
Benefits
Most Best To be
Benefits Code Important Feature improved TOTAL
Efficiency B1 5 4 11 20
Understanding customer & business needs B2 6 4 2 12
Quality B5 1 1 0 2
Ability to listen B6 0 3 0 3
Customer satisfaction B8 0 0 2 2
Tec. Knowledge B9 1 2 0 3
Work flow B10 2 1 0 3
User's motivation B11 1 0 0 1
Resource allocation B13 0 0 1 1
23
Benefits
Pareto Chart of Most important Benefits Pareto Chart of Best Benefits Pareto Chart of To be improved Benefits
18 16 18
100
16 100 14 16 100
14 12 80 14
12
80 80
Percent
12
Percent
Percent
10
Count
Count
Count
10 60 60 10 60
8
8 8
6 40 6 40 6 40
4 4 4
20 20 20
2 2 2
0 0 0 0 0 0
Benefit s y e n r Benefit y r Benefit y n s n r
ed nc
w ty
dg he nc ds te
n
dg
e ty w
he nc io ed tio he
flo ali tio
Ot
e
lis ali flo ct Ot
ne fic
ie k Qu le va ie ne le Qu k Ot fic
ie fa ne ca
or w oti fic to ow or tis llo
BU Ef no Ef BU y Ef BU a
& W
.K 's
m & ilit Kn W sa & e
er er c. er er rc
Te
c e r Ab Te
u
om Us m m
to
m so
t to s to us re
C us us Cu C
C
d. d. d.
Un Un Un
Count 6 5 2 1 1 1 0 Count 4 4 3 2 1 1 0 Count 11 2 2 1 0
Percent 37.5 31.3 12.5 6.3 6.3 6.3 0.0 Percent 26.7 26.7 20.0 13.3 6.7 6.7 0.0 Percent 68.8 12.5 12.5 6.3 0.0
Cum % 37.5 68.8 81.3 87.5 93.8 100.0 100.0 Cum % 26.7 53.3 73.3 86.7 93.3 100.0 100.0 Cum % 68.8 81.3 93.8 100.0 100.0
24
© 2009, KPA Ltd., all rights reserved
Benefits summary
needs
1.0
>Quality M ost Important
Work flow
0.5
Component 2
To be improved:
improved U nd. C ustomer & BU needs
Q uality
E fficiency
To be improv ed
> Efficiency 0.0
resource allocation
Tec. Know ledge
> Resource allocation C ustomer satisfaction
-0.5 Best Benefit
> Customer Satisfaction
-1.0 A bility to listen
Best:
Best -1.5
> Tech. Knowledge -1.5 -1.0 -0.5 0.0 0.5 1.0
Component 1
> Ability to listen
25
Most Best To be
Feature Code Important Feature improved TOTAL
Professionalism A1 7 4 1 12
Understanding needs A2 5 1 2 8
Quality of solution A3 0 0 3 3
Response time to answer A4 1 2 2 5
Customer training A6 0 0 1 1
Availability A7 0 3 1 4
Response time to solution A8 2 0 5 7
Awareness for previous calls A9 0 0 1 1
Flexibility A10 1 0 0 1
Level of knowledge A11 0 2 1 3
Willingness to assist A13 1 2 0 3
26
© 2009, KPA Ltd., all rights reserved
Features
Pareto Chart of Most Important Features Pareto Chart of Best Features Pareto Chart of To be improved Features
18 14 100 18
100 100
16 16
12
14 80 80 14 80
10 12
Percent
12
Percent
Percent
Count
Count
Count
10 60 8 60 10 60
8 8
40 6 40 6
40
6
4
4 4
20
20 20 2
2 2
0 0
0 0 0 0 Feature n n s g e r
Feature t r tio tio ed lity calls in dg lis
m he
m
ed
s
tio
n
i lit
y
sis he
Feature m l it
y e er st s er lu lu ne bi ain wle Ot
lis l is dg si ed la us na
na ne lu xi b as Ot bi le sw as ne
th so so g ai tr
no io
so e to na la an
O to of in Av vio er ss
sio in
g
to Fl io ai no
w to g e ty nd re m f k ofe
es nd ss ss Av fk
to s
nd
in m li ta p to l o r
of ta
e ne fe e es ti a rs r s ve P
Pr rs tim ng Pr
o l o
tim n ta se Qu de fo Cu Le
de se ill i ve ng rs on Un es
s
Le se illi de sp en
Un on W on W Un
sp sp Re ar
Re Re Aw
Count 7 5 3 1 1 0 Count 4 3 2 2 2 1 0 Count 7 3 2 1 1 1 1 1 0
Percent 41.2 29.4 17.6 5.9 5.9 0.0 Percent 28.6 21.4 14.3 14.3 14.3 7.1 0.0 Percent 41.2 17.6 11.8 5.9 5.9 5.9 5.9 5.9 0.0
Cum % 41.2 70.6 88.2 94.1 100.0 100.0 Cum % 28.6 50.0 64.3 78.6 92.9 100.0 100.0 Cum % 41.2 58.8 70.6 76.5 82.4 88.2 94.1 100.0 100.0
27
Features summary
28
© 2009, KPA Ltd., all rights reserved
Means-End Chains
29
30
© 2009, KPA Ltd., all rights reserved
31
32
© 2009, KPA Ltd., all rights reserved
Customer
Can Do
First
Understanding
Efficiency
the customer*
Time
Professionalism
to solution
To be improved Preserve
33
Thank You
34